Quality Assurance Representative
hace 3 semanas
**Essential Responsibilities**:**Performance & Productivity**- Provide quality feedback and roleplay sessions on a weekly/monthly basis to Customer Service and Experience reps, to reinforce product knowledge, skills, and systems to encourage and support a positive customer experience;- Provide quality reporting on a weekly/monthly basis to the Manager of Customer Experience;- Lead weekly calibration calls with Management to ensure consistent call scoring of reps;- Assist and/or lead training of new hires, including all products and divisions;- Take a deep dive into WorldStrides policies and procedures, and offer ways to improve processes to provide an excellent customer experience.**Job Requirements**- 1 to 2 years of frontline customer service required;- Previous quality assurance and training experience preferred;- Creates and maintains a high-quality work environment and is inspired to perform at their highest capabilities;- Demonstrated working knowledge in all organization's products, services, procedures, platforms, and guidelines with the ability to effectively communicate to team mates, stakeholders, and customers;- Positive attitude, detail and customer oriented with good multitasking and organizational ability;- Collaborate with other departments (customer relations, sales etc.) to manage reputation, identify key players and coordinate actions;- Ability to multitask, switching between written and oral communication as needed;- Strong attention to detail, with a strong focus on the Customer Experience and how it can be improved;- Able to identify trends with customers, and effectively communicate to Leadership;**Qualifications**:- Consistently delivers on the performance attributes under the WorldStrides Customer Service Cornerstones: Customer Rapport; Issue Resolution; Engagement; and, Leadership;- Demonstrated Customer/Client Focus with a Bias towards “Win-Win” Resolutions;- Proven Written and Oral Business & Customer Communication Proficiencies;- Organizational & Prioritization Skills in a Fast-Paced, Customer-centric Environment;- Demonstrated Proficiencies with MS Office, Proprietary Enterprise-level Platforms, and CRM (Salesforce or MS Dynamics);- Strong Leadership and Conflict Management skills;- Two Year College Required or Relevant Client/Customer-facing Financial Relationship Management Work Experience; and,- Travel to Other Offices and/or Call Centers as needed**Requirements**:**Objective**:The Customer Experience, Quality Assurance Representative (QAR) role is responsible for administering the quality assurance process and scoring of agents, as well as assisting with the training and development of Customer Support Agents. The QAR will meet regularly with reps to coach and mentor them to reach their fullest potential. The QAR will review calls daily, evaluating for improvements in the overall customer, both internal and external, experience. This position will report to the Manager of the Customer Experience team
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Software Quality Assurance
hace 6 días
Merida, México Palace Resorts A tiempo completoSomos la fábrica de software más grande en turismo y hotelería a nível LATAM, formamos parte de Grupo Palace Resorts; contamos con hoteles en México, el Caribe, Jamaica, Europa y próximamente más. Tenemos más de 260 integrantes y más de 60 proyectos corriendo en paralelo, hoy en día nos encontramos incorporando talento excepcional en tecnologías...
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Intern/junior Quality Assurance Intern
hace 2 semanas
Merida, México Brainnest A tiempo completo**POSITION**:Quality Assurance Intern**LOCATION**:Remote**SCHEDULE**:Part-time (10-20h/week)**About Brainnest**:Our team is looking for a**Quality Assurance Intern **to join them in the upcoming weeks. This position is great for an aspiring QA professional looking to work on business-critical projects and gain relevant work experience.**Your profile**:-...
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Intern/junior Quality Assurance Intern
hace 2 semanas
Merida, México Brainnest A tiempo completo**POSITION**:Quality Assurance Intern **LOCATION**:Remote **SCHEDULE**:Part-time (10-20h/week) **About Brainnest**: Our team is looking for a **Quality Assurance Intern **to join them in the upcoming weeks. This position is great for an aspiring QA professional looking to work on business-critical projects and gain relevant work experience. **Your...
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Customer Service Representative
hace 1 semana
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows: - Provide...
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Customer Service Representative
hace 3 semanas
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows:- Provide...
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Customer Service Representative
hace 4 semanas
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows: - Provide...
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Customer Service Representative
hace 6 días
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows: - Provide...
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Customer Service Representative
hace 2 semanas
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows: - Provide...
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Customer Service Representative
hace 2 días
Merida, México WorldStrides A tiempo completoThe Customer Service Representative (CSR) represents WorldStrides by providing accurate and timely responses to both internal and external customer inquiries. In many instances, the CSR is the only contact the “parent” customer has with WorldStrides. In that regard, the CSR should properly represent the brand image of the company as follows: - Provide...
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Quality and Training Manager
hace 4 semanas
Merida, México Webhelp A tiempo completoThis position is responsible for the optimal operation of the quality and formation area for Mexico. Must establish the lineups and procedures for the best customer service experience and the proper training of our Game changers.**Activities**- Coordinate the training program and administrate the resources needed for the whole Mexico Operation.- Coordinate...
