Quality Agent Specialist
Quality Agent Specialist
Posted on :
25-03-2025
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Hello! At **Factorial were looking for a new **Quality Agent Specialist to help us take our **Customer Experience team to the next level. If youre passionate about **customer satisfaction quality assurance and continuous improvement this is your opportunity to make a real impact in a fastgrowing dynamic environment. **The Role As a **Quality Agent Specialist you will play a key role in ensuring our **Support Onboarding Account Management Sales and Consulting teams maintain **highquality standards in customer interactions. Youll **monitor and evaluate communications provide **constructive feedback and **optimise processes to enhance the overall **customer experience. This role requires **a keen eye for detail analytical thinking and strong collaboration skills to help drive **quality and performance across multiple touchpoints.**Key Responsibilities **Monitor and evaluate customer interactions across channels including **calls video calls emails and live chat to ensure toptier service. **Provide structured feedback to team members helping them enhance their communication and customer handling skills. **Track and analyse key performance indicators (KPIs) to assess **CX team performance and identify improvement areas. **Maintain and update quality manuals procedures and records to ensure consistency and compliance. **Conduct regular audits identifying gaps in processes and working on **continuous improvement initiatives. **Collaborate with CX leaders and other departments to ensure quality standards are met across all customer interactions. **Suggest and implement process improvements to enhance the customer experience and optimise team efficiency.****Your Profile
- **12 years experience in a similar role ideally within a **SaaS or B2B environment.
- **Excellent attention to detail with the ability to **evaluate and assess customer interactions accurately.
- **Strong analytical skills with the ability to **track KPIs measure impact and optimise performance.
- **English is a must along with proficiency in **one or more of the following languages: **Spanish German Italian French or Portuguese.
- **Great communication skills with a **collaborative and feedbackdriven mindset.
- **Passionate about customer experience always looking for ways to **enhance service quality.**Benefits **Be part of a highgrowth company where your impact is tangible. **Work in a dynamic international environment collaborating with teams across different regions. **Opportunities for professional growth and career development. **Save on expenses with **Cobee and **get your salary in advance with **Payflow. **Stay healthy with **Gympass and **Alan private health insurance. **Language classes with **Yolk Academy. **Exclusive discounts with **Syra and Apeteat. **Enjoy office perks like **breakfast organic fruit and Apeteat meals. **Flexible schedules **petfriendly environment and **no dress code!**Is this you! Come rock the world with us! **About us Factorial is an **allinone HR Software fastgrowing startup founded in 2016. Our mission is to help **SMEs automate HR workflows centralise people data and make better business decisions. We currently serve **thousands of customers in over **60 countries worldwide and across industries. With a **diverse and multicultural team of 1000 people we operate from our **offices in Barcelona Brazil Mexico and the US. **Do you want to know more about us We have **won awards received **outstanding customer feedback and secured **over $120M in funding from top international venture capital firms including **Tiger CRV Creandum Point Nine Capital and K Fund. Ready to make an impact **Apply now and join the adventure!
Employment Type
Full Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
