Quality Assurance Specialist
Há 2 dias
This role involves driving quality standards across our customer experience team.
Responsibilities- Conduct thorough audits, analysis, and monitoring to identify areas for improvement;
- Develop recommendations for resolution based on data insights and track their effectiveness;
- Remain informed about key workflow changes, operational guidelines, and policies. Identify opportunities for process enhancements and provide recommendations;
- Collaborate in special projects, audits, and process improvements to support quality assurance initiatives;
- Provide expert recommendations on improving quality metrics while considering potential impact on costs and other factors;
- Lead calibration sessions with internal teams and BPOs to ensure consistency;
- Act as a liaison between the training team and quality experts to address skill gaps;
- Perform additional duties as assigned.
- Bachelor's degree in statistics, mathematics, or a related field;
- Proven experience in quality assurance within CX-related areas;
- Advanced English language skills; proficiency will be tested;
- Proficiency in Excel and Sheets (spreadsheets, graphics, statistical tools);
- Strong analytical and organizational skills with attention to detail;
- Ability to manage multiple deadlines and changing priorities while maintaining self-motivation and results-driven attitude;
- Excellent written communication skills (English and Portuguese): ability to summarize complex data insights and present recommendations effectively;
- Familiarity with COPC is an asset.
A bachelor's degree in statistics, mathematics, or a similar area is essential. Previous relevant work experience in quality assurance within CX-related areas is also required. Additionally, advanced knowledge of Excel and Sheets is necessary for this role.
Why This Role MattersAs a Global Quality Assurance Expert, you will play a vital role in shaping the quality standards of our customer experience team. Your expertise will drive continuous improvement, ensuring exceptional service delivery to our customers.
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