Are you passionate about delivering exceptional customer experiences and driving service quality? Join our team as a Quality & Customer Experience Specialist, where you'll help shape how we support and engage with our customers across all channels.
What You'll Do:
Monitor and evaluate customer interactions to ensure service quality across all channels.
Analyze feedback and performance data to identify improvement opportunities.
Coach and train agents based on quality insights and customer feedback.
Act as the voice of the customer, helping improve tools, processes, and service delivery.
Collaborate with cross-functional teams to implement best practices and enhance the customer journey.
What You Bring:
Bachelor's degree in Business, Engineering, or a related field.
3+ years of experience in Quality, Customer Experience, or Contact Center support.
5+ years of experience in Customer Service.
Strong knowledge of contact center operations and metrics.
Experience with quality scorecards, coaching, and feedback techniques.
Proficiency in Power BI, Microsoft Forms, Power Apps, and contact center tools (e.g., Genesys, Salesforce).
Excellent communication skills in English and Spanish.
Strong analytical, organizational, and time management skills.
What We Offer
Above-the-law benefits
Career development opportunities
A collaborative and inclusive work culture
Involvement in high-impact customer experience projects
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