
Quality Assurance Specialist
5 days ago
Quality Assurance Specialist Opportunity
\Achieve excellence in customer experience by joining our Quality Assurance team. We are seeking a dedicated individual to support the daily operations of our Quality program, driving continuous improvement and upholding exceptional customer service standards.
\About the Role:
\- \
- Pursue excellence in quality across the Customer Support organization.\
- Support daily operations, setting high standards for quality and driving continuous improvement.\
- Collaborate with cross-functional peers and teams to achieve quality goals.\
- Lead global calibration sessions to standardize Quality monitoring and Problem Solving methodologies.\
- Coach CS agents to achieve Quality program standards.\
- Travel to partner sites to implement, train, and run key QA initiatives.\
- Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.\
- Recommend actions to improve based on QA dashboard outcomes.\
- Upskill in relevant or new service tiers when needed.\
- Lead Quality at partner sites if required.\
- Maintain high levels of confidentiality while performing analysis and coaching.\
- Identify root causes and propose effective solutions to a variety of problems.\
- Prioritize correctly, focusing efforts on the things that are most important.\
- Stay organized to ensure successful multitasking.\
- Work with Operations teams in the region to address escalated issues, dips in performance, and the roll out of new Quality initiatives.\
- Participate in and lead global calibration sessions with internal and partner teams.\
- Foster a coaching culture.\
- Develop action plans, business cases, and data-driven reporting.\
- Analyze performance and provide regular feedback.\
- Serve as a brand ambassador, upholding exceptional customer service standards.\
- Provide daily support for Quality programs.\
- Design and oversee deep-dive projects for regional QIA teams to drive service improvements.\
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