**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