.Quality Assurance Specialist - Italian Date: 5 Dec 2024 Do you have experience in customer service through Contact Centers and are you ready to face new challenges?
This is your role at MSX!
Objective 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 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 leaders to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.
Main responsibilities: Plan weekly activities around the team, preparing detailed scheduling of the resources involved.
Prepare reports concerning current tasks and findings to be discussed with team members.
Understand and investigate root causes at the base of Customer handling processes.
Record all activities to track the planned scheduling.
Conduct process confirmation activities to detect potential inefficiencies in the main process steps.
Measure statistical metrics to match actual results and identify potential improvements.
Attend meetings as required, providing personal results, team's findings, and feedback.
Contribute to team achievements and targets.
Improve process workflow efficiency and quality continuously.
Prepare, upgrade, and archive all documents, templates, and records as required.
Help the team find the best ways to meet Customer's expectations.
Constantly match current standard procedures to actual operations to investigate improvements.
Inform the Project Manager immediately about any critical situation.
Be a point of reference for other team members to improve performance and meet project expected results.
Main duties include: 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 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