*quality assurance specialist*job summary*:in this role, you will support to develop and shape fromtline support strategy and execution.
you will work closely with the call center leadership team, internal, and cross functional stakeholders.
*duties/responsibilities*:- maintains and develops internal quality standards.- analyze nps and csat results and provide constructive feedback and action plans for improving results.- recommend enhancement or updates to supporting materials and training programs to improve customer experience.- coordinate and participates in calibration sessions to ensure consistency in monitoring and evaluation standards.executes weekly and monthly evaluation of all contact center frontline support team members.- completes and distributes weekly/montly reporting of evaluation progress.completes and distributes weekly/monthly reports on performance trends on business, team, and agent levels.
*required skills/abilities*:- strong written and verbal communication skills and ability to present information in a clear and concise manner.- experience working in a fast-paced environment and ability to manage multiple tasks with a varying degree of complexity and difficulty.- experience conducting in-person coaching, development, and interactive training sessions in call center environment.- outstanding customer service skills and dedication to providing exceptional customer care- proficient microsoft office suite or related software.- bi-lingual with exceptional english language and writing skills.
*education and experience*:- at least 2 years of experience in a quality assurance or call center leadership role.- experience developing action plans to improve quality standards or kpi performance.- experience with business intelligence system.- high school diploma.- bachelor's degree a plus.tipo de puesto: tiempo completosalario: $1.00 - $2.00 al meseducación:- bachillerato terminado (deseable)experiência:- qa: 2 años (obligatorio)idioma:- inglés (obligatorio)lugar de trabajo: empleo presencial