Quality Assurance Specialist IV - IN

Job Description Summary:

**Gender Diversity candidates only

This role involves assessing the performance of associates who interact with existing customers, with a particular focus on evaluating voice, accent, and language skills for employees whose first language is not English. The QA Specialist will monitor inbound and outbound calls, emails, and chat responses to gauge associates’ demeanor, customer service, and adherence to company policies and procedures. You will collaborate with a global/regional team, working closely with trainers and leadership to align with organizational needs and expectations. This role is crucial for maintaining high standards of customer interaction and ensuring that all associates meet the company's quality benchmarks in communication.

     

The Global Technical Operation (GTO) team is seeking a Quality Assurance Specialist committed to meticulous quality.

This role involves assessing associates' performance, focusing on voice, accent, and language skills for non-native English speakers.

The QA Specialist will monitor calls, emails, and chats to evaluate demeanor, customer service, and adherence to policies.

You will collaborate with a global team, working closely with other trainers and leadership to meet organizational needs.

This role is crucial for maintaining high standards of customer interaction and ensuring associates meet the company's communication quality benchmarks.

* Develop and implement quality measurements to track service and product improvements..

* Execute quality improvement activities, focusing on voice, accent, and language proficiency for non-native English speakers..

* Conduct call audits, analyze results, and provide detailed performance reports..

* Provide coaching and feedback to employees based on call audits..

* Conduct language training for new hires and refresher sessions for existing employees..

* Design and refine quality assurance standards and processes, incorporating language and communication skills..

* Ensure compliance with industry quality and safety standards..

* Create detailed reports documenting errors, issues, and improvement areas..

* Collaborate with the development team to enhance customer service training.. * Deliver customer service trainings, including:

* Communication: Voice & Accent, Mastering Tone of Voice, Intensive Grammar Workshop, Email Writing Workshop.

* Customer Service: Foundation of Fanatical Call Handling, Customer Service Management.

* Cultural Awareness: Employee Value Proposition, Compassion Through Empathy, Challenges and Culture, Building Harmonious Global Workplace. .

* Update class curriculum to align with QA auditing criteria..

* Handle classroom logistics, maintain records, and organize surveys related to training delivery..

* Maintain and improve standards for service reliability and performance..

* Audit calls, emails, and chat responses, emphasizing voice and language assessment..

* Meet all QA SLA and metrics related to communication and customer service skills..

* Conduct monthly call calibrations with leadership to ensure consistent assessment criteria..

* Provide regular feedback to training teams on trends and gaps identified from audits..

* Complete weekly one-on-one feedback coaching sessions with employees, focusing on communication and customer service improvement..

* Participate in calls with leads/mentors to enhance organizational performance..

* Provide regular performance feedback to team leaders and managers..

* Improve existing quality forms, processes, and standards..

* Call Auditing and Analysis: Expertise in evaluating calls, chats, and tickets using established frameworks and parameters, with strong analytical skills to identify trends and improvement areas..

* Coaching and Feedback: Proficiency in providing constructive feedback and coaching to employees, enhancing their communication and customer service skills..

* Language Training: Ability to design and deliver effective language training programs for new hires and existing employees, focusing on voice, accent, and language proficiency..

* Quality Assurance Standards: Familiarity with industry standards and best practices for quality assurance in customer service, ensuring compliance with relevant regulations and guidelines..

* Customer Service Excellence: In-depth knowledge of customer service principles, including techniques for handling difficult customers and resolving issues effectively..

* Communication Skills: Strong verbal and written communication skills, with an understanding of effective communication techniques, including tone of voice and cultural nuances..

* Data Analysis and Reporting: Ability to analyze call audit data, create detailed reports, and use performance metrics to drive continuous improvement and inform decision-making..

Education

* Graduate degree.

. Experience* 5-8 years of experience in Technical Support Customer Service - inbound and outbound support, with a strong grasp of customer service dynamics and technical troubleshooting..

* Coaching and Feedback: Over 2 years of experience in coaching employees to enhance communication and customer service skills..

* Language Training: Skilled in designing and delivering language training programs for new hires and existing employees, focusing on voice, accent, and language proficiency..

* Quality Assurance: Hands-on experience in call auditing, performance analysis, and reporting, with knowledge of industry standards and best practices..

* Customer Service Training: Developed and delivered comprehensive training programs on communication skills, customer service management, and cultural awareness..

* Performance Metrics and Reporting: Proficient in analyzing performance metrics, identifying trends, and creating reports to drive continuous improvement.