Vacancy Description
Responsibilities
- Monitor Customer Support chats and e-mails to ensure compliance with standard policies and procedures
- Document and offer feedback according to QA team standards
- Collaborate with the support team to establish best practices and measurable performance goals
- Create, compile, and present regular reports on key customer support quality metrics
- Develop detailed reports on agent performance, customer feedback, and quality trends
- Determine areas of improvement for observed conversations with detailed action plans
- Maintain thorough knowledge of products and contact center functional requirements
- Identify and participate in the design and improvement of the monitoring process
Requirements
- Advanced or Upper-intermediate English proficiency
- Fluent in Spanish
- At least 1 year of experience in a quality assurance or specialist role within customer service <...
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