Customer Service Quality Assurance Specialist

hace 7 días


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

Bosch 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.

Around 9,000 associates at 27 locations support national and international customers in more than 35 languages.

**Job Summary**

Our company seeks an experienced Customer Service Quality Assurance Specialist to perform phone quality reviews and monitor inbound and/or outbound calls.

The selected candidate will analyze and evaluate customer service skills against established phone quality metrics, including call process measurements, accuracy of information provided, tone of employee, effective call management, and demonstrated professionalism.

This role involves documenting quality issues and performance measures for management review, analyzing results, and recurring trends.

The specialist will provide feedback to management concerning these findings and report on program progress.

In addition, this position requires collaboration with Team Leaders to offer positive reinforcement and drive continuous improvement among customer service employees.

The ideal candidate will have expert knowledge of all products and services and be accessible to resolve concerns or provide information as necessary.

This role also involves partnering with management to assess training needs within the team and serving as a resource, mentor, and coach.

Responsibilities include identifying and sharing best practices, continuously seeking avenues for developing the customer service employees' expertise to support company goals and objectives.

This position requires a strong focus on maintaining a positive team environment, professionalism, and presenting a positive image of the company when interacting with customers.

Additional duties may include answering calls to support assigned programs.

**Qualifications**

LANGUAGE

Fluency in English and Portuguese, both written and verbal.

EDUCATION

Minimum HS Diploma, prefer Associates Degree or partial or complete Bachelors degree.

FUNDAMENTAL COMPONENTS

  • Performs phone quality reviews; monitors inbound and/or outbound calls to analyze and evaluate customer service skills.
  • Documents quality issues and performance measures for management review.
  • Provides reports for program assigned.
  • Collaborates with Team Leaders to offer positive reinforcement and drive continuous improvement.
  • Partners with management to assess training needs within the team.
  • Serves as a resource, mentor, and coach.
  • Identifies and shares best practices.
  • Continuously seeks avenues for developing the customer service employees' expertise.
  • Maintains a positive team environment, professionalism, and presents a positive image of the company.
  • Answers calls to support assigned programs.

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.

Language Skills: Fluency in English and Portuguese.

Education Requirements: Minimum HS Diploma, prefer Associates Degree or partial or complete Bachelors degree.

Technical Experience: 3-5 years of experience in Customer Service/Call Center monitoring & analysis, 3-5 years of experience in Customer Service/Call Quality Audit.



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