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1 day ago
We are seeking a Quality Assurance Specialist to lead our quality assurance efforts for Spanish-speaking customers.
The ideal candidate will have expert-level knowledge of assigned products and services, complete required training and certifications, and maintain a high level of professionalism and respect for colleagues and customers.
- Maintain detailed records of customer issues and trends, analyze B2B Service Cloud and DOMO reports, and provide reporting and analysis results to the B2B Service Directors.
- Monitor case inventory, staff scheduling, and attrition rates to ensure timely completion of tasks and optimize team performance.
- Serve as an escalation point for customer cases, manage resolution and documentation, and validate agenda access and security protocols.
- Conduct coaching and feedback sessions, provide effective communication and feedback delivery, and promote positive behaviors and recognize team achievements.
To succeed in this role, you will need:
- Proficiency in Microsoft Office and related applications.
- Strong attention to detail and organizational skills.
- Able to collaborate effectively with internal teams and B2B Service Directors.
- Capable of multitasking and leading in a dynamic, team-oriented environment.
- Analytical and strategic thinking and problem-solving skills for process improvements.
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