QA Customer Care Specialist

• This position documents performance analyzes, quality trends, and provides findings to management. This includes information used to assist Management in determining CSR performance and determining developmental opportunities and to support call center process changes. • The QA Customer Care Specialist works in direct partnership with Supervisors to promote quality improvement and increase customer satisfaction. • facilitates sessions to ensure consistency of evaluation with supervisory staff and outsourced call centers. Provides feedback and coaching to all call center employees, via written comments and face to face, when applicable. • The QA Customer Care Specialist is also responsible for monitoring and evaluating new hire and existing employees calls, providing feedback and status of employee performance related to QA standards. The choosen candidate will also develop and maintain partnerships with supervisors by working together in different group activities such as monitor sessions and team meetings, with the purpose of identifying areas with potential to improve the quality of the customer experience.

• 1-3 years of experience in Call Center or Quality Assurance, strong attention to details skills • very good English language skills + other language. • excellent ability to identify and analyze data for trends together with ability to handle multiple short term and long term projects independently and under tight deadlines will be an asset.

competitive compensation and benefits packages

CV