Descripción de la oferta
Experteer Overview ¿Tiene las habilidades necesarias para este puesto? Lea todos los detalles a continuación y presente su candidatura hoy mismo. As CX Quality Assurance Lead in the CX team, you will design and drive QA strategies to elevate customer support performance. You will partner with central teams and contact centers, lead calibration sessions, and continually refine QA materials to boost CSAT and resolution quality. You will act as the Quality POC for Customer Service, monitor key KPIs, and steer improvements across QA processes. This role combines analytics, process design, and cross-functional leadership to shape a scalable, customer-centric QA program.Compensaciones / Beneficios• Develop and implement QA strategies impacting customer support performance• Facilitate calibration sessions focused on service quality and standards• Revise QA monitoring forms, policies, and training materials for optimal delivery• Suggest improvements to QA program to boost efficiency and resolution quality• Serve as Quality POC for Customer Service and mentor teams• Own quality KPIs (CSAT, FCR, QA scores) and collaborate with delivery centers• Lead projects to implement/refine QA processes• Develop and deploy new initiatives, tools, and process redesigns for better outcomes• Analyze data to identify trends and opportunities for service improvements• Prepare and present quality reports to management• Onboard and align new delivery centers with quality standardsResponsabilidades• Self-motivated with a proactive, can-do attitude• Strong ability to collaborate in cross-functional teams• Extremely organized and detail-oriented• Excellent communication xqbhyrx skills to guide and inspire teams• Flexible and adaptable to manage multiple projects including on-site support• Exceptional analytical skills for interpreting customer behavior data• Leadership and project management expertiseRequisitos principales• hybrid work model• competitive salary and benefits• Prime Plus membership• relocation support• Coursera access for learning• career development programsHay opciones de teletrabajo/trabajo desde casa disponibles para este puesto.
