Customer Service Quality Analyst

Há 5 dias


Mato Grosso, Brasil Alpha Talent Solutions Tempo inteiro

**Responsibilities**:

- Monitor and evaluate the quality of customer interactions to improve the efficiency of the German and Austrian sales team through structured assessments and constructive feedback.
- Review call recordings and customer interactions to ensure compliance with company quality standards.
- Develop and maintain evaluation forms and criteria to align with business objectives and quality benchmarks.
- Provide supervisors with actionable insights into individual and team performance to drive improvements.
- Analyze quality data to identify trends, areas for enhancement, and opportunities for training.
- Prepare and present comprehensive QA reports with recommendations for optimizing service delivery.
- Collaborate with the Learning & Development team to address skill gaps and implement training initiatives.
- Suggest and drive process improvements to enhance customer experience and streamline operational workflows.
- Stay up to date with industry best practices and emerging tools for contact center quality assurance.

**Requirements**:

- Minimum two years of experience in a Quality Assurance role within a contact center or customer service environment.
- Fluency in German and English, with strong verbal and written communication skills.
- Excellent analytical, organizational, and problem-solving abilities.
- Proven experience collaborating with cross-functional teams and providing performance insights.
- Proficiency in Microsoft Office, PowerPoint, and project management tools.
- Ability to manage multiple tasks and meet deadlines effectively.
- A proactive, adaptable, and detail-oriented professional with a strong commitment to quality.


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