Quality Assurance Specialist II
2 weeks ago
Descripción del Trabajo
Resumen del Trabajo:
Supervisa las interacciones con los clientes para garantizar el cumplimiento de los estándares internos y regulatorios. Contribuye al análisis de las causas raíz de los problemas que afectan la satisfacción del cliente mediante el uso de diversas herramientas. Proporciona retroalimentación útil a las partes interesadas del Centro de Compromiso con el Cliente (CEC).
Las funciones esenciales del trabajo incluyen:
Compilar datos de rendimiento y elaborar informes en apoyo a las partes interesadas. Reunirse regularmente con estas partes para compartir datos según lo delegado por el Supervisor de QA del CEC. Actuar como experto en la materia dentro del departamento. Esto incluye ser el punto de escalamiento para el QAI y documentar cambios en la política departamental. Desarrollar y desplegar mecanismos de seguimiento que ayuden al Supervisor de QA del CEC a evaluar las necesidades de capacitación del personal de QAI. Asistir a la dirección en el diseño, implementación y monitoreo de estudios. Esto incluye medir tanto las interacciones como el trabajo de tareas no interactivas, como las colas. Liderar calibraciones con el personal de QA del CEC y partes interesadas externas. Realizar todas las demás tareas asignadas.Conocimientos, Habilidades y Capacidades:
Competencia en PC: Excel, Word, correo electrónico y entrada de datos. Capacidad para escuchar de manera efectiva, prestando total atención a lo que dicen los demás. Capacidad para trabajar en un entorno de equipo y comunicarse de manera efectiva, manteniendo la estricta confidencialidad. Diploma de secundaria o equivalente. Licencia profesional, certificación, capacitación especializada o técnica. Habilidades analíticas. Habilidades efectivas de comunicación verbal y escrita.Requisitos de Horario:
Esta es una posición remota a tiempo completo, de lunes a viernes. Debe ser flexible durante la temporada alta. Se anima a los veteranos militares y a sus cónyuges a postularse.-
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