Customer Solution Quality Assurance Specialist

The Customer Solutions Quality Assurance Specialist is a professional who is responsible for monitoring, inspecting, and proposing measures to correct or improve the overall qualities provided the TCIS and the services. The Quality Assurance Specialist has a responsibility to perform routine inspections and work with various teams to correct issues that arise in the production process.

Key Tasks and Responsibilities

·       Verifies call and email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

·       Regularly provide coaching, training and development to the Customer Solutions Specialists along with Customer Solutions Team Leaders

·       Oversee quality assurance including contact monitoring, evaluation and calibration scoring

·       Analyze quality and performance trends to provide recommendations for improvement

·       Provides feedback to management by monitoring contacts, participating in support sessions

·       Ensure team awareness regarding all processes, procedures and technical documentation relevant to the department.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  

·       Excellent written and verbal communication.

·       Good understanding of the system actively used by the service.

·       Ability to apply creativity to solutions.

Technical: 

• Good Knowledge of Microsoft Office products
• CRM Software platforms experience preferred

Behavioral: 

·       Excellent organizational skills

• Effective follow-up skills

·       Good attention to detail

·       Working Collaboratively.

·       Accountability

·       Excellent Customer Service/Support skills

·       Adaptability

·       Initiative: Being proactive

·       Planning & Organizing

Qualifications [EDUCATION and/or EXPERIENCE]

• At least High school diploma or equivalent, College level preferred
• Previous experience in BPO and Customer Service and/or technical account preferred
• Have a proven track record demonstrating the skills and qualities outlined in this document.
• Previous use of Ticket/CRM Logging systems

Languages

Fluent English (Speech, Written, Reading, Comprehension) B2 or higher), with the ability to communicate professionally and confidently in English at all levels.

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment