Job Description

The CX Quality Assurance Specialist will review customer care agent interactions to support a positive customer experience. This role involves monitoring interactions, evaluating quality assurance standards, investigating complaints, identifying training needs, and ensuring compliance.

Responsibilities

• Monitor customer care agent interactions
• Evaluate quality assurance standards
• Investigate customer complaints
• Identify training needs
• Organize training interventions
• Assure ongoing compliance with quality
• Participate in calibration sessions

Requirements

• 1 year experience in customer service
• Quality Assurance experience
• Exemplary written and verbal communication skills
• Strong analytical skills
• 8.5 interactions/hr, 90% satisfaction preferred

Benefits

• No benefits