Posted Mar 15, 2023 173 views
About the Role:
As Quality Assurance Team Member your goal is to maintain a high and consistent level of support quality across the team. It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment.
Job Responsibilities:
Maintain and develop internal support and call centre quality standards
Review a subset of support agents’ conversations (calls, emails, chat, etc)
Assess support interactions based on internal standards
Accompany evaluations with meaningful and constructive feedback
Discuss and explain feedback with agents in regular meetings
Analyse all customer service metrics and how the support team’s performance affects those KPIs
Help agents improve their performance with specific instructions and constant support
Map the need for training and onboarding programs and initiate these projects
Monitor customer service performance on the agent and team level
Create reports that reflect support performance
Report support team’s performance to team leads and managers
Participate in calibration sessions to maintain consistency in internal evaluations
Contribute to the team culture in a positive manner.
Essential Experience and Skills:
Experience in the customer service space
Proven track record of analytical skills
Hands-on experience in quality assurance
Great people skills and ability to communicate (negative) feedback
Good organisational skills, knowledgeable in goal-setting practices
Perception of basic business metrics and how support impacts those.
Nice to Have:
Quality Control / Assurance experience
Experience of working within a Global Team
Problem-solving capabilities to create meaningful strategies to improve support quality
Experience in Retail / Hospitality sector (Customer interactions)
Job Details
Diversity Inclusion:
Work Environment
Supervisor’s gender:
Percentage of female coworkers:
What is your Competitive Advantage?
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