Customer Care Quality Assurance Specialist

Description

As a Quality Assurance Specialist, you will be responsible to ensure our customers receive accurate information on all brands and our agents receive feedback on all their interactions. This includes calls, email and chat. In addition, you will be responsible for documentation to ensure the most recent policies and procedures are available for our Specialists. Managing CRM systems within Customer Care. You will review interactions and have the discussions with the agents. In extreme situations, you will escalate performance concerns to the respective Supervisors to be resolved.

Qualifications

• 3+ years of experience in direct Customer Service
• Solid understanding of approved processes and procedures.
• Confidence to provide coaching. Ability to design/create documents and maintain the ramp page
• Flexible schedule
• Ability to work evenings, weekends and stat holidays as required
• Must be fluent in Engli...