Customer Care QA Analyst

**Description**:
We are looking for an enthusiastic Customer Care Quality Assurance Analyst who can ensure quality service and operational performance within the parameters of program and delivery standards. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness. Utilizes custom and standard software programs as well as manual research efforts to review and analyze transactions and customer records.
**Key Responsibilities**:
In this role, you will
- Monitor and evaluate interactions (calls
- tickets) of Customer Success Team.
- Review and analyze metrics and KPI's data obtained through the evaluations and dashboards to provide effective feedback for corrective and preventive actions.
- Perform calibrations with team members and stakeholders to reinforce good practices.
- Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues.
- Makes recommendations for new procedures.
- Establishes working relationships with others outside area of expertise.
- Contributes to the development of concepts and techniques.
- May complete complex tasks in creative and effective ways.
- Acts independently to determine methods and procedures on new assignments.
**Skills, Knowledge & Expertise**:
In this role, you'll need
- Education: Bachelor's Degree in any area;
- Has 2+ years in position as Customer Support, Customer Success, Customer Experience;
- Proficiency in Portuguese and Intermediate English; Spanish a plus;
- Quick Problem solving, attentive to detail and decision-making skills;
- Strong communication capabilities, both written and verbal;
- Capacity to work cross-functionally;
- Ability to use cause-and-effect analytical thinking;
- Deep business products and service knowledge;
- Introductory project management skills;
- Intermediate knowledge in Office Package is mandatory;
Sound like a good fit?
Great Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.
About Align
Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials.
By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work - these are just some of the things employees say make Align Technology a great place to work.
We respect your privacy. Please review our Applicant Privacy Policies for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement
**About Align Technology**:
**Your growth and well-being**:
At Align, every smile matters. We're committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
**Discover Align**:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align's core values of agility, customer, and accountability are mo

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