Quality Assurance Specialist
3 hours ago
Job Summary:
We are seeking a Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a key role in ensuring the quality of customer service interactions.
About Us:
Amway is a leading direct selling company with over 60 years of experience. We offer a wide range of high-quality products and innovative solutions in the categories of nutrition, beauty, and home care.
Responsibilities:
- Call Monitoring: Listen to and assess recorded calls to ensure agents are following company policies and procedures.
- Quality Evaluation: Evaluate call quality based on predetermined criteria such as tone, resolution, empathy, product knowledge, and call structure.
- Workload Management: Assign quality review workloads amongst QAs and supervisors on a quarterly basis and prioritize tasks to ensure smooth operations.
- Reporting: Generate daily, weekly, and monthly quality reports to share with management.
- Actionable Insights: Provide actionable insights and recommend improvements based on call monitoring results.
- Record Keeping: Maintain accurate records of quality evaluations and agent performance.
- Process Improvement: Work closely with operations and training teams to identify areas for process improvements.
- Quality Standards: Participate in the development and refinement of quality standards, scripts, and training materials.
- Consistency: Ensure the consistent implementation of quality assurance guidelines across the team.
- Customer Experience: Contribute to the continuous improvement of the customer experience by providing insights and suggestions based on performance data.
- Surveys and Feedback: Review customer satisfaction surveys and feedback to assess the quality of customer service.
- Recurring Issues: Identify recurring issues from customers' perspectives and provide insights to help improve service delivery.
Requirements:
- Communication Skills: Excellent communication skills are essential for this role.
- Analytical Skills: Strong analytical skills are necessary to evaluate call quality and identify areas for improvement.
Benefits:
- Hybrid Work Model: Enjoy a hybrid work model that offers flexibility and work-life balance.
- Private Medical Care: Access to private medical care through LuxMed Group.
- Employee Discounts: Enjoy employee discounts on Amway products.
- Annual Bonus: Receive an annual bonus based on individual and company performance.
- Training Opportunities: Take advantage of various internal and external training opportunities.
- Possibility of Growth: Grow your career within the organization.
- International Team Environment: Join a diverse and international team environment.
- Relocation Package: Eligible for a relocation package if relocating to Poland.
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