Senior Quality Assurance Specialist
Há 4 dias
Job Description:
The Senior Quality Assurance Specialist will be responsible for ensuring that the Customer Service teams adhere to the company's standards by monitoring calls, chats, and emails, and creating and analyzing reports to identify areas for improvement.
Key Responsibilities:
- Perform sample reviews to monitor compliance with customer requirements
- Complete special projects and ad-hoc analyses as requested, often requiring effective presentation of large datasets and statistical analysis
- Develop reports and dashboards to analyze team performance, productivity, and effectiveness, making recommendations to Management to improve inefficiencies
- Participate in the development of quality monitoring forms, samples, quality standards, and training
- Track actions and their impact on the overall operation
- Monitor calls, chats, and emails to ensure quality and consistency in messaging
- Provide regular feedback on employee performance to Support team management
- Coordinate with the Training team to document and ensure adherence to policies, procedures, and processes, suggesting changes as identified
- Track, analyze, and distribute KPIs daily, weekly, and monthly to the management team
- Escalate opportunities for growth
- Ensure calibration on audit review criteria to ensure a shared understanding of processes between clients and operations
- Lead Performance Improvement Plans for area metrics
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