Customer Service Quality Specialist

hace 7 días


Santa Cruz, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

We are seeking a highly skilled and experienced Spanish QA Team Manager to join our team at Amzn Support Srvcs Costa Rica. As a Spanish QA Team Manager, you will be responsible for leading a team of quality assurance specialists in driving contact handling improvements and improving processes across all sites.

The successful candidate will have a proven track record of leading projects, process improvements or operations in a customer service environment. They will also possess full professional proficiency in Spanish and English, as well as demonstrable proficiency in Microsoft Office including Excel, SharePoint, and Word.

Key Responsibilities:

  • Lead a team of QA specialists to drive contact handling improvements and improve processes
  • Perform analytical deep dives to develop interpretive insights and conduct trending analysis to identify performance gaps and highlight strengths
  • Provide a holistic view of CS performance and identify the levers which will drive performance improvements
  • Lead quality improvement projects to meet performance targets and drive continuous improvement

Requirements:

  • 2+ years of experience in people management and leading teams of analysts
  • Successful track record leading projects, process improvements or operations in a CS environment
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, and Word
  • Full professional proficiency in Spanish and English

We offer a dynamic and challenging work environment with opportunities for growth and development. If you are a motivated and results-driven individual who is passionate about delivering high-quality results, we encourage you to apply for this exciting opportunity.



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