Quality Agent Specialist
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Job Location:
Yearly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
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 fast-growing 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 high-quality 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 top-tier 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
- 1-2 years experience as a Quality Agent/Specialist 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 and Spanish is a must along with proficiency in one or more of the following languages: German Italian French or Portuguese.
- Great communication skills with a collaborative and feedback-driven mindset.
- Passionate about customer experience always looking for ways to enhance service quality.
Benefits
Be part of a high-growth 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 pet-friendly environment and no dress code!
Is this you! Come rock the world with us!
About us
At Factorial were building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR finance and operations freeing teams from manual processes so they can focus on what really matters: leading growing and taking care of their people.
With over 1200 employees across 7 markets we serve 700000 users and are one of Europes fastest-growing SaaS companies backed by top-tier investors and proudly headquartered in believe in bold goals radical ownership and inclusive collaboration. If youre excited to shape the future of business management technology wed love to meet you.
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!
Key Skills
- Quality Assurance
- FDA Regulations
- Data Collection
- Food Safety Experience
- ISO 9001
- Mobile Devices
- Root cause Analysis
- Quality Systems
- OSHA
- Food Processing
- Quality Management
- cGMP
