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Customer Service Quality Assurance Analyst - Remote

Posted 17 weeks ago
QA
Full Time
USA

Overview

The Customer Service Quality Assurance Analyst provides technical support to the Customer Service Call Center quality assurance program, ensuring optimal service delivery to clients.

In Short

  • Analyzes service incident data, emails, voice clips, and customer surveys.
  • Identifies areas of service delivery that do not meet performance standards.
  • Performs mock calls with new hires to assess readiness.
  • Assesses existing practices for process improvement opportunities.
  • Gathers data and analyzes trends affecting quality.
  • Develops and conducts coaching sessions for service quality improvement.
  • Provides feedback to Call Center Leadership Team and management.
  • Collaborates with leadership and training teams to streamline processes.
  • Assists in designing and delivering workshops and training.
  • Complies with safety rules and regulations.

Requirements

  • Experience in customer service and quality assurance.
  • Strong analytical skills.
  • Excellent communication skills.
  • Ability to coach and mentor staff.
  • Familiarity with Call Center tools and data analysis.

Benefits

  • Opportunity to improve service quality.
  • Collaborative work environment.
  • Professional development opportunities.
  • Flexible working conditions.
Value1 logo

Value1

Value1 is a customer-centric organization dedicated to providing exceptional service through its Customer Service Call Center. The company emphasizes quality assurance and continuous improvement in service delivery, utilizing data analysis and customer feedback to enhance operational standards. Value1 fosters a collaborative environment where team members are trained and coached to meet performance benchmarks, ensuring a high level of customer satisfaction. The organization is committed to adhering to safety regulations and implementing best practices to optimize the customer experience.

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