The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.
The Q&A Specialist provides specialized training, feedback and recommendations to improve agent performance and overall customer satisfaction.
This role involves close collaboration with the customer service team and team lead Main responsibilities are: • Plan weekly activities around the team preparing detailed scheduling of the resources involved.
• Prepare the reports concerning current tasks and findings to be discussed with team members.
• Understand and investigates root-causes at the base of Customer handling process.
• Record all the activities to track the planned scheduling • Conduct process confirmation activity to detect potential inefficiency in the main process steps.
• Measure statistical metrics to match with actual results and potential improvements.
• Attend meetings as required, providing personal results, team's findings and feedback.
• Contribute to team achievements and targets.
• Improve constantly process workflow efficiency and quality • Prepare, upgrade and archive all documents, templates and records as required • Help the team to find always the best way to reach Customer's expectations.
• Constantly match current standard procedures to actual operations to investigate improvements.
• Inform immediately the Project Manager about any critical situation • Be a point of reference for the other team members to improve performance and meet the project expected results.
• to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main duty is to: • Training and Development: work closely with the training team to identify skills gaps and recommend targeted training initiatives to improve service quality and agent performance.
• Quality Monitoring: regularly review and assess customer service interactions (calls, emails, chats) to ensure agents are meeting quality standards and following the correct procedures.
• Performance Evaluation: analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.
• Compliance Checking: ensure that all customer interactions comply with internal guidelines, legal requirements, and industry standards, particularly related to customer handling and automotive services.
• Process Auditing: conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.
• Reporting and Documentation: prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes.
Ensure proper documentation of evaluations and audits.
• Continuous Improvement: proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.
• Collaboration: work closely with team leaders, other QA and Project Manager to share insights and collaborate on strategies that enhance overall service quality.
• Issue Escalation: identify recurring issues or areas of concern and escalate them to the Project Manager for resolution.
Full delegation in all activities related to: • Evaluate agent performance, identify areas for improvement, and provide recommendations for corrective actions.
• Monitor the effectiveness of actions taken to improve performance and service quality Knowledge and Skills required: In-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
Ability to review and analyze customer interactions with a high level of accuracy and attention to detail.
Strong verbal and written communication skills to provide clear, constructive feedback and to collaborate with agents and team leaders.
Strong analytical skills with the ability to identify trends, interpret data, and provide insights that contribute to improved performance.
Experience in coaching and developing agents to enhance their skills and ensure they meet quality standards.
Ability to identify inefficiencies in customer service processes and recommend practical solutions to improve workflow and service delivery.
Flexibility to adjust to changing priorities and the ability to manage multiple tasks in a dynamic environment.
Ability to work well within a team and foster a positive working environment, promoting a culture of continuous improvement.
Advanced use of MS Office365 applications, Advanced PowerPoint and Excel knowledge.
Basic knowledge in Automotive Industry both Sales and Aftersales Ability to interact at Executive level, good in listening and understanding others, if necessary, in multi-disciplinary and multi- cultural teams.
Empathy is a plus.
Qualifications: Bachelor's Degree or equivalent work experience Experience: Minimum of 3 years of experience within a call center or customer service environment, including quality assurance, supervisory or management experience.
Languages: Native Italian Language and Proficiency English (written and spoken) are mandatory.