Customer Support Quality Specialist

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 <...