Perfect for those who aim to:
Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures;
Document and offer feedback according to the given standards of QA team;
Collaborate with the support team to establish best practices and set measurable performance goals;
Create, compile, and present regular reports on key customer support quality metrics;
Develop detailed reports on agent performance, customer feedback, and overall quality trends;
Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan;
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center;
- Identify and participate in the design and improvements of the monitoring process;
- Collaborate with other Customer Support professionals to improve overall customer service.
Experience you’ll need to bring:
Advanced or Upper-intermediate English verbal and written proficiency;
Fluent in Spanish;
Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;
Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;
- Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software.
It's a perfect match if you have those personal features:
Self-motivated, able to learn and work independently in global teams;
Ability to communicate with discretion and professionalism when confidentiality is needed;
Proactivity;
- Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members.
Our clients offer competitive benefits to support your professional and personal growth, including:
Health & Wellness Focus;
Global Medical Coverage;
Growth Opportunities;
Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
Performance-Driven Rewards;
Dynamic Work Environment.
Apply, and let your growth journey begin.