Quality Assurance Specialist

hace 12 horas


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

Company Overview

Moody's Investors Service empowers people to make better decisions and achieve brighter futures.

Job Description:

We are seeking a Technical Quality Coach to join our team. The successful candidate will have a strong focus on continual service improvement and meeting customer service goals.

The role involves monitoring, mentoring, and training of end-users and IT support staff. Key responsibilities include:

  • Monitoring interactions between end-users and IT support
  • Reviewing daily agent performance metrics
  • Ensuring customer service standards are being met
  • Maintaining thorough client knowledge and scoring procedures
  • Conducting coaching sessions and creating action plans for improvement

Required Skills and Qualifications:

To be considered for this role, you will need:

  • A Bachelor's degree
  • At least 3 years' experience in related fields
  • Knowledge of ITIL
  • Experience working with Level 1 and Level 2 Helpdesk / Deskside support
  • A good understanding of Moody's business and overall IT operations
  • Strong leadership and communication skills
  • The ability to develop relationships with key stakeholders and end users

Benefits:

As a Technical Quality Coach at Moody's Investors Service, you can expect a dynamic and supportive work environment. You will have the opportunity to work with a talented team and contribute to the success of our organization.



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