Quality Assurance Specialist- Customer Qa

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Quality Assurance Specialist- Customer Qa


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Datos de la oferta


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Funciones a desarrollar

Intugo in partnership with TRICOLOR is looking for your talent
Overall Responsibility
Maintain acceptable standards set by the department and providing an outstanding customer service level in a very professional environment.  Apply the necessary knowledge that the job demands to resolve anyor all issues related to your daily assignments.
Key Areas of Responsibility
Provide exceptional customer supportReview and score daily call activities from Agents (Live and Recorded)Intercept any live calls that require a different approachWhisper to the agent any supportive feedback when necessaryTabulate the results into a daily, weekly and monthly summary file for management reviewProviding correct data to managementImmediately report any gross discrepancyReceive and review all customer complaintsMaintain and administrate customer complaints in the company's portal "Triconet"Investigate, resolve and document all customer complaintsHandle complaints accordance with the company's guidelines and policiesCommunication with the customer throughout the complaint processProvide complaint trends and communicate service levels that can be improvedAssure customers are satisfied with the resolution of the complaint and escalate all unresolved issues to upper managementFollow up and complete survey in a timely mannerMaintain management aware of all complaints during the resolution process and after a settlement has been reachedMonitor and respond to all complaints filed with government entities, BBB, and any social media sites. Qualifications
Four year's experience in Customer Service or related fieldFour year's experience in call center environmentStrong knowledge of customer care processes and techniquesExcellent customer service skillsExcellent communication SkillsProficient in excel is a mustBilingual is a must (English/Spanish)High School Diploma or equivalent 

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