2022-07-29 11:26:48

QUALITY ASSURANCE SPECIALIST FOR CUSTOMER SERVICE

CVMarket.lt klientas

Job Description

Job brief: Milkyway Distribution is looking for experienced & reliable Quality Assurance Specialists to ensure that all external and internal requirements are met in our Customer service daily activities and webstores’ performance. Do you enjoy working in a casual environment with a diverse international team? Are you motivated by quality and improvements seen in your and your Team’s daily performance? Can you be a driver for that? Do you like identifying issues and offering possible solutions? Do you have analytic mind and enjoying performing analysis? Are you a self-starter, who is able to perform well in the vibrant and ever-changing E-commerce environment? If you answered “YES!” to any of these questions, we are looking for YOU to join our team of quality assurance specialists! The goal is to assure the high quality of our operations and services aiming to the long-term success of our business. Responsibilities: • Provide ongoing monitoring and evaluation of the quality of inbound and outbound telephone calls, emails, and chats to ensure standards and policies are followed fully. • Use of tools and resources effectively to improve representative productivity and customer satisfaction. • Ensure continuous improvement in consultant and customer satisfaction through analysis of customer contact and customer-satisfaction survey results. Perform quality checks to verify accuracy of information within the system. • Document and analyze quality issues and performance measures for management review. Provide data-collection support in relation to improving the quality and efficiency of individuals and of the department, and use this data to identify trends and recommend opportunities for improvement. • Conduct and participate in calibration sessions with management, representatives, and other stakeholders to ensure scoring consistency. Make recommendations for changes and improvements to representative scorecards and customer surveys to drive great customer experiences. • Review customer satisfaction responses and provide necessary feedback to management. Ensure customer follow-up on calls or surveys that warrant management attention. Appraise customers’ requirements and make sure they are satisfied. • Identify calls/chats/e-mails that may require additional coaching or training, and work with the management team to coordinate coaching and feedback efforts. • Report all malfunctions to CS executives to ensure immediate action. • Supervise and guide CS agents and other staff when requested and provide timely and efficient feedback on communication quality, reporting as required. • Prepare reports based on the set management targets and requests. • Review current standards and policies. • Assure the reliability and consistency of our set up and procedures that lead to the final results in sales growth. • Devise new procedures to inspect and report quality issues. • Ensure all legal standards are met. • Facilitate proactive solutions by collecting and analyzing quality data. • Keep records of quality reports, statistical reviews and relevant documentation. • Communicate with external quality assurance officers during on-site inspections • Other duties, special projects and responsibilities as assigned. • Regular, consistent and punctual attendance. • May be asked to assist on phones or support cases when needed.

Requirements

The successful candidate will ideally have: • Full working proficiency in English (all other additional languages will be considered as an advantage). • BSc/BA in business administration or relevant field is preferred. • Proven experience as a quality assurance or relevant role: Monitoring agents must have 6 months Call Center QA experience or 1 year minimum familiarity with Call Center QA processes. • Clear vision, commitment, and passion for delivering an exceptional customer experience. • Thorough knowledge of methodologies of quality assurance and standards. • Strong analytical and problem-solving skills in the areas of developing the presentation of acquired information. Ability to draw conclusions from data and take action accordingly. • Excellent numerical skills and understanding of data analysis/statistical methods. • Great attention to detail and a results driven approach. • Strong written, analytical, verbal, and interpersonal communication skills. • Excellent organizational and leadership abilities. • Relationship-builder with excellent written, analytical, verbal, and interpersonal communication skills. • Reliable and Trustworthy. • Able to work independently and manage multiple projects. • General knowledge of E-commerce and contact center environment. • Good knowledge of MS Office and databases. Proficient in Microsoft Office tools. Besides the job related skills, a Quality Specialist also requires the following qualities: • Pleasant and friendly mannerism. • Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization. • Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance. • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.

Company offers

Department: HK or EU operations Job location: remotely from your home country Job type: full time Opening date: 01.06.2017 Closing date: 31.08.2017 CONTACT INFORMATION: Please e-mail your CV and motivational letter. If you are interested in this job offer, please press "Apply now"