Customer Service Quality Assurance Specialist

Description:

Job Responsibilities:

· Maintain and develop internal support and call center 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;

· Help agents improve their performance with specific instructions and constant support

· Monitor customer service performance on the agent and team level

· Contribute to the team culture in a positive manner

· Responsible for ensuring that services meet the established standard set by the company. Duties include maintaining strong overall quality control of service made by the company and adhering to reliability, performance, and vendor expectation.

· Report on Excel & Google sheets.Requirements:

· Proven customer support experience

· Hands-on experience in quality assurance;

· Great people skills and ability to communicate (negative) feedback;

· Excellent communication and presentation skills

· Candidate should be a minimum graduate