Quality Assurance Analyst

hace 3 días

Heredia, Costa Rica Auxis A tiempo completo

Job Summary:
**Responsibilities**:

- Determines Contact Center quality standards by studying inbound and outbound calls and customer service; conducting test calls to telemarketing service representatives on new products.
- Verifies results by measuring skills in the use of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of a call.
- Provides feedback to Customer Service Agents by monitoring calls; monitoring feedback for external vendor programs; conducting monthly help sessions.
- Evaluates approaches by rating effectiveness of service representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
- Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
- Maintains professional and technical knowledge by attending educational workshops, reviewing and understanding process updates.
- Take calls at least 1 hour per week to keep knowledge and expertise.
- Contributes to team effort by accomplishing related results as needed.

Skills and Experience:

- English - Spanish Language (Oral and writing 90% or higher) (C1 level in English).
- The resource will adjust its schedule based on the account needs.
- Bachelor’s degree in a related field or technical equivalent experience.
- Product Knowledge.
- Excellent interpersonal skills with the ability to communicate effectively with other departments, outside vendors, and associates of all levels.
- Strong analytical, organizational and time management skills.
- Demonstrated ability to be self-motivated, self-directed and work independently.
- Proven ability to master the full Quality cycle.
- Sound decision making and organizational skills.
- Intermediate-Advance Excel Knowledge.

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