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Customer Service Quality Assurance Specialist

2 months ago

Las Vegas Nevada, United States Ten Group Full time
Job Summary

We are seeking a highly skilled Service Excellence Manager to join our team at Ten Group. As a key member of our operations team, you will be responsible for ensuring the highest level of service quality across all our service delivery teams.

Key Responsibilities
  • Manage and maintain our QA standards and processes to ensure consistent service delivery.
  • Identify opportunities for service improvement and work with internal stakeholders to drive change.
  • Lead and present in call listening sessions with clients, and prepare trend CX reporting to inform service improvement initiatives.
  • Support the operations team with SLAs, including taking calls/emails to cover lines and handling internal or external supplier issues.
  • Ensure complaints are managed within SLA and across individual teams, and lead efforts to decrease negative feedback and increase positive feedback.
Requirements
  • Bachelor's degree or equivalent combination of education and experience.
  • Minimum of 1 year of experience in quality assurance, preferably in a customer service or related industry.
  • Proven experience in a client-facing role, including leading and presenting in meetings.
  • Demonstrated coaching and training experience, either through managing teams or as a trainer.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.