Quality Analyst For Customer Service Team

hace 2 semanas


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

Company Description
- Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.
Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.
Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.
_

**Job Description**:
**Position summary**

**Fundamental Components**
- Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills against established phone quality metrics, including but not limited to, call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism.
- Documents quality issues and performance measures for management review; analyzes results, and recurring trends; provides feedback to management concerning these findings.
- Responsible for providing reports for program assigned.
- Together with Team Leader, provides feedback to customer service employees to offer positive reinforcement and drive continuous improvement.
- Demonstrates expert knowledge of all products and services and is accessible to resolve concerns or provide information as necessary.
- Partners with management to assess training needs within the team; serves as a resource, mentor, and coach.
Identifies and shares best practices.
- Together with Team Leader, continuously seeks avenues for developing the customer service employees' expertise to support company goals and objectives.
- Demonstrates, advocates, and reinforces a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.
- Responsible for answering calls to support assigned Program.
- Performs other related duties as required.
**Qualifications**:
**LANGUAGE**
Fluency in English and Portuguese, both written and verbal
**EDUCATION**
Minimum HS Diploma, prefer Associates Degree or partial or complete Bachelors degree
**FUNCTIONAL EXPERIENCES**
Customer Service/Call Center monitoring & analysis - Inbound calls - call center / 3-5 years
Customer Service/Call Quality Audit - Inbound call monitoring / 3-5 Years
**TECHNOLOGY EXPERIENCES**
Desktop Tools/Microsoft Excel / 4-6 Years/End User
Desktop Tools/Microsoft Outlook / 1-3 Years/End User
Desktop Tools/Microsoft PowerPoint /1 -3 Years/End User

Additional Information



  • San Francisco, Heredia, Costa Rica Huntsman A tiempo completo

    Job Description:Customer Service Team Lead (Costa Rica GBS)Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals.Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets.We operate more than 70...


  • San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity.The Customer Service Lead will be the primary customer interface for trouble calls; and...

  • Customer Service Analyst

    hace 3 semanas


    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Customer ServiceSchedule: Full TimeShift: Day Shift**Company Description**:**About us, but we'll be brief**Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.We are thrilled to share...

  • Customer Service Analyst

    hace 3 semanas


    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    **Company Description** About us, but we'll be brief**Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**.In addition, for the last five years...


  • San Francisco, Heredia, Costa Rica Huntsman A tiempo completo

    Job Description:Customer Service Team Lead OperationsHuntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals.Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets.We operate more than 70...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San Francisco, Heredia, Costa Rica Cognizant A tiempo completo

    **Not Applicable****Qualification**:Graduate /Post Graduate - preferably MBA graduates Knowledge of CRM tools & MS office tools- For Medical Management and Provider Services Bachelor's Degree in Nursing (BSN).- For Philippines 34 year college degree preferably related to medical field (as mandated by the project).- For NA High School/Equiv, Associates Degree...


  • San Francisco, Heredia, Costa Rica Cognizant A tiempo completo

    Job OverviewCognizant is seeking a seasoned professional to assume the role of Customer Service Team Lead. This position involves overseeing daily operations, ensuring quality and efficiency standards are met, and driving process improvements.


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company OverviewBosch Group is a leading global supplier of Business Process Outsourcing for complex business processes and services.We utilize the latest technology and the Internet of Things to develop integrated and innovative service solutions in various areas, including Mobility, Monitoring, and Customer Experience.Our team comprises around 9,000...


  • San Francisco, Heredia, Costa Rica Pts Consulting Services A tiempo completo

    Company Overview: At Pts Consulting Services, we strive to provide exceptional customer experiences. Our team is dedicated to delivering top-notch support and service.Job Description: As a Customer Service Associate, you will be responsible for providing assistance to customers on various topics, including general inquiries. Your expertise in multitasking...


  • San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    About the RoleWe are seeking a highly motivated and experienced Customer Service Lead to join our team at Auxis. In this role, you will be responsible for providing exceptional customer service support to our clients, while also leading and managing a team of professionals.


  • San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    **Company Overview:**Auxis is a leading provider of business process outsourcing services, helping organizations streamline their operations and improve efficiency. Our team of experts works closely with clients to understand their unique needs and develop tailored solutions that drive results.We are seeking a highly skilled Customer Service Analyst to join...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San Francisco, Heredia, Costa Rica Moody'S Investors Service A tiempo completo

    At Moody's Investors Service, we empower people to make better decisions and achieve brighter futures. Our Workplace Services team is a key part of this mission.We are seeking a Technical Quality Coach to join our team. As a Technical Quality Coach, you will play a critical role in ensuring that our customer service standards are met and exceeded.**Key...


  • San Francisco, Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Company OverviewWe are seeking a highly skilled and experienced professional to join our team at Amzn Support Srvcs Costa Rica. Our company is dedicated to providing exceptional customer service and support to authors and content providers in the digital media industry.Job DescriptionWe are looking for a talented individual who can demonstrate timely,...


  • San Francisco, Heredia, Costa Rica Te Connectivity A tiempo completo

    Job OverviewWe are seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and support to our strategic accounts.Key ResponsibilitiesCoordinate customer relationships to ensure satisfaction and retentionCommunicate effectively...


  • San Francisco, Heredia, Costa Rica Huntsman A tiempo completo

    Job Description:Customer Service Team Lead (Pricing & Issue Resolution) (Costa Rica GBS)Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals.Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end...


  • San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job SummaryThe CS Supervisor will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The person will provide support, direction, monitoring, and coaching to the assigned team in...


  • San Francisco, Heredia, Costa Rica Sgf Global A tiempo completo

    **100% ONSITE POSITION**- **Note: Please read the caption of the job before apply.**_**SGF Global i**s a global leader with over 30 years' experience providing recruitment solutions.We are hiring a **Purchasing/Customer Service** to work with a prestigious multinational Management of information technology services and technology consulting.This position...

  • Quality Assurance Analyst

    hace 2 semanas


    San Francisco, Heredia, Costa Rica Equifax A tiempo completo

    To carry out tasks of quality assurance of the products developed by the sector.Implement corrective and preventive action plans.**What you'll do**:- Meet quality KPI's for all supported functions- Execute quality control procedures (audits) for supported programs in accordance to the SSC CR Q framework and guidelines- Create and follow up coaching processes...