• Quality Analyst Managua
  • Concentrix in Managua, , Nicaragua
  • jobs
  • 1 month ago

jobs description

You will:
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment.
• Develop an advanced level of product knowledge to speak intelligently to customers and address specific objections.
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems.
• Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”.
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage.
• Collaborate with cross functional teams and management to drive a positive customer experience.
• Provide consultative support.
• May potentially attend vendor or external events.
• Provide mentoring and guidance to more junior Customer Success staff.
• Audit operational workflows like order processing and tickets.
• Evaluate important metrics like... cycle times, drop-offs and first response times.
• Compile and track QA performance at Team and Individual level.
• Document quality assurance activities with internal reporting and audits.
• Ensure costumer quality is provided externally and internally.
• Support Training activities – preparation/execution of on-the-job training.
• Identify non-compliant processes and recommend enhancements.
• Maintain internal knowledge base of past issues and resolutions collaborating with Training Teams.
• Simulate customer journeys to identify friction points or usability issues.
• Other duties, as assigned and necessary.

You have:
• Fluent English, second language is beneficial.
• 2-3 years’ experience in QA.
• 4-5 years’ experience in customer service or operations role.
• Knowledge of quality assurance terminology, methods, and tools.
• Proficiency in Microsoft tools.
• Proficiency with CRM, support desk and understanding ERP systems.
• Experience inferring insights from data and problem-solving.
• Experience organizing and prioritizing your own tasks involving multiple departments.
• Excellent logic and troubleshooting skills.
• Stay up to date with industry trends
Managua Nicaragua


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