Account Management Quality Assurance Representative

hace 4 días

San José, San José, Costa Rica Strategic HR Solutions A tiempo completo

Job Summary

The Account Management Quality Assurance Representative is responsible for monitoring and evaluating customer interactions across all channels (Inbound, Outbound, Phone, Chat, Email) to ensure they meet our established quality and service standards. As the "boots on the ground," this role leverages a strong background in Customer Service, Sales, and Account Management to provide direct insights into customer experience and agent performance, maintaining consistency and excellence in all client-facing operations.

Responsibilities

  • Conduct quality assurance evaluations on customer interactions across all channels (Inbound, Outbound, Phone, Chat, Email).
  • Apply quality standards in a consistent and objective manner for all Account Management staff.
  • Utilize quality monitoring tools to accurately capture agent performance and interaction details.
  • Identify and document recurring customer challenges and pain points based on monitored contacts.
  • Analyze interactions to identify process gaps and opportunities for improving the customer experience.
  • Provide direct feedback and recommendations to supervisors and stakeholders based on quality monitoring findings.
  • Participate in client quality feedback sessions as required.
  • Perform basic Root Cause Analysis (RCA) on quality trends and issues.
  • Perform any other duties as assigned and required.

Additional Responsibilities

Any other responsibility established by the manager related to the employee's knowledge and areas of responsibility.

Key Skills and Requirements

  • 2+ years of hands-on experience in Customer Service, Sales, and/or Account Management is essential.
  • Fluent in English – written and spoken to a good level.
  • Strong understanding of customer interaction dynamics across various channels (phone, chat, email).
  • Proficiency in Microsoft Office: Word, Excel
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field.
  • Experience with quality monitoring tools or systems is preferred.
  • Knowledge of on-line gaming industry is a must.
  • Strong observational and analytical capabilities.
  • Excellent communication skills (Written, verbal and presentational).
  • A 'can do' approach to quality monitoring challenges.
  • Ability to multi-task and detail-oriented.
  • Can work independently and collaboratively within a team.

Competences

  • Integrity/Honesty
  • Interpersonal Skills 
  • Accountability
  • Continual Learning
  • Resilience
  • Oral Communication
  • Written Communication
  • Flexibility
  • Problem Solving
  • Teamwork
  • Respect the Individual
  • Attention to Detail

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