Quality Assurance Specialist

Quality Assurance will be responsible to support Service Desk Operations with Continuous Improvement actions based on daily monitoring and analysis of KPI according to processes defined within quality life cycle. Also, for detection of skill gaps and areas to improve with the corresponding delivery of specific feedback, coaching and best practices. Weekly and monthly report generation to share trend, actions, plans and suggestions based on quality findings and results.

Job Requirements:

Proficiency in English on a conversational level;Minimum one year of experience in Service desk;Proven Initiative and excellent communication skills;Guiding qualities and inspiring attitude; Quality orientation, organization and attention to details; Ability to use logic and reasoning to identify the strengths and weaknesses;Strong MS Office skills This person is needed to:Checks agent quality based on Global Quality MethodologyChecks individual calls and recordings of agent activities and communicationsProcesses negative and positive feedback from CSAT enquiriesDefines agent quality improvement plansReports weekly on agent qualitySupports Team lead/Work planner on agent coachingIdentifies the interface of key activities within and between the functions of the organization.Integrates and aligns the processes that will best achieve the desired resultsMake recommendations for continuous Improvement of processes, considering the QA standardsParticipates in the design of Quality Assurance Programs, Audit Forms, and standards Job Skills