Customer Service Quality Assurance

5 days ago

india EMAPTA Full time
Job Description

Boost Your Career: Discover the Top 3 Reasons Why Customer Service Quality Assurance With Us Is the Dream Opportunity

Are you ready to redefine your professional journey? Join our dynamic team as a Customer Service Quality Assurance Specialist and unlock a world of unparalleled benefits and opportunities. Here are 3 compelling reasons why this role is your next career milestone:

  • Meaningful Impact: Make a difference through impactful QA processes.

  • Growth Potential: Elevate your career with development opportunities.

  • Work-Life Balance: Prioritize well-being with a culture that support harmony.


Your Role in the Spotlight

As a Customer Service Quality Assurance Specialist, you'll lead by example, ensuring our teams deliver exceptional service. Collaborate with global clients and nurture a culture of excellence and balance. Join us and make your mark in the dynamic world of outsourcing


Employment type: Indefinite term type contract
Shift: 6 days a week (rotating shifts) | 2:00 am to 11:00 am / 6:00 am to 3:00 pm
Work Setup: Onsite, Bogota/Medellin


Crowning Perks: Rewards of the Role

  • Provided work items: laptop, mouse, and headset
  • Indefinite term type contract
  • 5 extra days of vacation leave (20 in total), monetizable
  • Direct exposure to our clients
  • Career growth opportunities
  • Diverse and supportive work environment
  • Prime office locations in Bogotá and Medellin
  • Upskilling through Emapta Academy


Essential Talents: What We're Looking For

Requirements:

  • English Level: C1.
  • Fluent in English (written and verbal).
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Proven experience (1+ years) in a customer service quality assurance role or similar position.
  • Strong understanding of customer service principles and practices.
  • Excellent analytical and problem-solving skills.
  • Ability to interpret data and metrics to drive performance improvements.
  • Attention to detail and accuracy in QA evaluations and reporting.

Education:

  • Bachelor's degree in any field.

Tech Stack:

  • Microsoft Office

Plus: 

  • Experience in BPO is preferred.


Ignite Your Professional Passion

  • Develop and implement quality assurance (QA) processes and procedures for customer service operations.
  • Monitor customer service interactions (calls, emails, chats, etc.) to assess quality and adherence to policies and procedures.
  • Conduct quality evaluations and audits based on predefined criteria and performance metrics.
  • Provide timely and constructive feedback to customer service representatives and managers.
  • Identify trends and areas for improvement based on QA findings and recommend corrective actions.
  • Collaborate with training and operations teams to address training needs and gaps identified through QA evaluations.
  • Generate reports and analysis on QA performance and trends for management review.
  • Stay updated on industry trends and best practices in customer service quality assurance.


Welcome to Emapta Colombia

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 700 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

#EmaptaExperience


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