Quality Assurance Specialist

Job Description

Job Description
– Maintain and develop internal support for call center, social media, and retail stores quality standards.
– Review a subset of support agents’ conversations (calls, emails, chat, etc.)
– Assess support interactions based on internal standards;
– Accompany evaluations with meaningful and constructive feedback;
– Discuss and explain feedback with agents in regular meetings;
– Create strategies to improve support KPIs.
– Help agents improve their performance with specific instructions and constant support;
– Create reports that reflect support performance;
– Participate in calibration sessions to maintain consistency in internal evaluations;
– Contribute to the team culture in a positive manner