Quality Assurance Specialist - Swedish Fecha: 3 dic 2024 Do you have solid experience evaluating the quality and functionality of Contact Center teams with operations for multiple markets and are you ready to take on new challenges?
This is your role in MSX!
Purpose of the Position: 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 QA 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 leaders to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main Responsibilities: Quality Monitoring: Regularly review and assess customer service interactions (calls, emails, chats) to ensure agents meet quality standards and follow 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 all customer interactions comply with internal guidelines, legal requirements, and industry standards.
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.
Continuous Improvement: Proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.
Collaboration: Work closely with team leaders and other QA team members 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.
Knowledge and Skills Required: In-depth understanding of quality assurance processes and methodologies, particularly in a customer service environment.
Fluent verbal and written communication skills in Swedish and English to provide clear, constructive feedback and collaborate with agents and team leaders.
Spanish is not a must but desired.
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.
Ability to identify inefficiencies in customer service processes and recommend practical solutions.
Flexibility to adjust to changing priorities and manage multiple tasks in a dynamic environment.
What do we offer you?
You will be part of a great team of professionals in an internationally consolidated company.
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