Customer Experience Quality Assurance Specialist

hace 10 horas


San José, San José, Costa Rica Wns Global Services A tiempo completo

At WNS Global Services, we pride ourselves on delivering exceptional business process management solutions to our clients.

Company Overview

We are a global leader in BPM, serving over 400 clients across various industries. Our expertise spans banking and financial services, consulting and professional services, healthcare, insurance, manufacturing, retail, and consumer packaged goods.

About the Role

We seek a skilled Customer Experience Quality Assurance Specialist to join our team. As a key member of our quality assurance team, you will be responsible for ensuring the highest standards of customer service are met.

Your key accountabilities will include:

  • Developing and maintaining measures for continuous service quality improvement;
  • Conducting phone quality reviews to evaluate customer service skills against established metrics;
  • Collaborating with other departments and teams to optimize service delivery;
  • Preparing and implementing feedback for agents, as well as communicating findings to superiors;
  • Ensuring corrective measures are implemented effectively.
Requirements

To succeed in this role, you will need:

  • Experience in quality assurance, auditing, or training, preferably in a contact center environment;
  • A fluent command of English and Spanish;
  • Excellent listening and communication skills;
  • Strong IT navigation skills and ability to learn new technologies quickly;
  • Multitasking and agile skills with flexibility to adapt to changes.
What We Offer

As a valued member of our team, you can expect:

  • A supportive work environment that encourages growth and development;
  • Ongoing coaching and mentoring opportunities;
  • A structured career path with clear roles and responsibilities;
  • The chance to work with a global organization that values its employees.

At WNS Global Services, we believe in empowering our employees to outperform. Join us in our mission to deliver exceptional customer experiences and drive business excellence.



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