Customer Service & Quality Assurance Specialist

Job Description

• Maintain and develop internal support and call center quality standards.
• Review a subset of support agents’ conversations (calls, emails, chat, etc).
• Discuss and explain feedback with Sales in regular meetings.
• Monitor customer service performance and team level.
• Provides feedback to call center team leaders and managers.
• Create reports that reflect support performance.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Contribute to the team culture in a positive manner.
• Give recommendations for process improvements based on the customer experience and feedback.
• Design quality rules and guidelines to achieve the highest performances with team managers.
• Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Determine weaknesses in performance and establish solutions to improve.
• Ensure compliance with company's quality systems.
• Offer daily feedback via verbal & written communication.
• Develop and maintain thorough knowledge and understanding of services, including performance and functional requirements of call center.

Job Requirements

• 2 years of experience in the customer service , preferably in Real Estate.
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer processes and techniques.
• Proven track record of analytical skills.
• Hands-on experience in quality assurance.
• Great people skills and ability to communicate (negative) feedback.
• Good organizational skills, knowledgeable in goal-setting practices.
• Coaching Skills.
• Problem-solving capabilities to create meaningful strategies to improve support quality.
• Females only