Job Description

Quality Assurance Customer Service

Responsibilities:
• Maintain and develop internal support and call center quality standards;
• Review a subset of support agents’ conversations (calls, emails, chat, etc) on Klaus;
• Assess support interactions based on internal standards;
• Accompany evaluations with meaningful and constructive feedback;
• Discuss and explain feedback with agents in regular meetings;
• Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
• Create strategies to improve support KPIs;
• Help agents improve their performance with specific instructions and constant support;
• Map the need for training and onboarding programs and initiate these projects;
• Monitor customer service performance on the agent and team level;
• Create reports that reflect support performance;
• Report support team’s performance to higher-ups;
• Participate in calibration sessions to maintain consistency in... internal evaluations;
• Contribute to the team culture in a positive manner.

Requirements:
• Experience in the customer service space;
• Proven track record of analytical skills;
• Hands-on experience in quality assurance;
• Great people skills and ability to communicate (negative) feedback;
• Good organizational skills, knowledgeable of goal-setting practices;
• Examples of data visualization abilities and understanding of support metrics;
• Perception of basic business metrics and how support impacts those;
• Problem-solving capabilities to create meaningful strategies to improve support quality.

Job Types: Full-time, Permanent

Salary: $20,400.00 - $22,400.00 per month

Benefits

Salary 20,000 MX per month

Pantry Vouchers 2,000 MX per month

internet voucher 400 MX per month
Mexico City CDMX Mexico

Salary Criteria