739
SHARES
3.5k
VIEWS
Customer care QA Specialist 

REQUIREMENTS:

  • English Written and spoken at mother tongue level.
  • Excellent Computer skills (knowledge of Microsoft Office tools).
  • Excellent interpersonal and communicational skills.
  • Presentation Skills
  • Capacity to learn, adapt and operate in a fast and dynamic environment.
  • Ability to cope under pressure and in a stressful environment.
  • Previous experience as a QA Specialist – a must.
  • Previous experience in the Gaming industry– an advantage.
  • Experience in Customer Care service – an advantage.
  • Ability to multi-task between different responsibilities and proven time management skills.
  • Training, monitoring and coaching skills

 

Responsibilities

  • Monitor customer service performance on the agent and team level;
  • Review a subset of support agents’ conversations (chats, emails, phone calls);
  • Assess support interactions based on internal standards;
  • Report support team’s performance to the Team Leader;
  • Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;
  • Identify training gaps and suggest training solutions to fill them;
  • Address clients’ feedback and follow up as needed;
  • Prepare weekly reports on the CS agents’ performance and report to the Team Leader;
  • Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;
  • Accompany evaluations with meaningful and constructive feedback;
  • Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;
  • Write procedures as needed based on identified gaps;
  • Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;
  • Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metricс, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;
  • Develop and expand the FAQ pages- internal & external.

 

How to Apply:

Interested applicants must send their resume to;goldendeers.9A.928@applynow.io

Deadline for submitting CV is 23rd January 2022.

Next Post

Leave a Reply

Your email address will not be published.

Welcome Back!

Login to your account below

Create New Account!

Fill the forms below to register

Retrieve your password

Please enter your username or email address to reset your password.