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Job Description
Salla, a leading information technology and services company, is seeking a highly competent Quality Assurance Officer to join our team.
As a Quality Assurance Officer, you will be responsible for ensuring that our company’s software and applications meet the highest quality standards.
Your work will play a vital role in the success of our business, as it will ensure that our customers receive a services that meets their needs.
The ideal candidate is a detail-oriented person who is passionate about delivering quality service.
If you are up for the challenge, we want you to join our team.
Responsibilities
- Maintain and develop internal support and contact center 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;
- Analyze all customer service metrics (e.g. CSAT, FRT, ART, AHT) and how the support team’s performance affects those KPIs;
- Create strategies to improve support KPIs;
- Help agents improve their performance with specific instructions and constant support;
- Map the need for training and onboarding programs and initiate these projects;
- Monitor customer service performance on the agent and team level;
- Create reports that reflect support performance;
- Report support team’s performance to higher-ups;
- Participate in calibration sessions to maintain consistency in internal evaluations;
- Contribute to the team culture in a positive manner.
Requirements
- 5+ years of experience in the customer care quality assurance space
- Proven track record of analytical skills and statistical analysis
- Great people skills and ability to communicate (negative) feedback
- Good organizational skills, knowledgeable of goal-setting practices
- Examples of data visualization abilities and understanding of support metrics
- Perception of basic business metrics and how support impacts those
- Problem-solving capabilities to create meaningful strategies to improve support quality.
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