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Quality Enhancement Associate

1 tydzień temu

Kraków, Lesser Poland TN Poland Pełny etat

We are seeking a talented Quality Enhancement Associate to join our team in Poland. In this role, you will be responsible for enhancing the overall quality of our customer support services.

Key Responsibilities
  • Trend Analysis and Reporting: Identify trends and deliver data-driven insights to inform Enablement and Documentation strategies.
  • Grade Case Management: Grade cases, address grade appeals, and provide feedback to team members.
  • Grading Rubric Development: Maintain and adapt the grading rubric to align with business goals and objectives.
Customer Support Expertise
  • Channel Communication: Provide exceptional support to customers through live chat, email, and phone interactions.
  • Troubleshooting and Problem-Solving: Investigate technical issues, log accurate case information, and collaborate with internal teams to resolve customer concerns.
Requirements
  • Analytical Mindset: Develop and analyze reports to identify areas for improvement.
  • Creative Problem-Solving: Collaborate with internal teams to develop innovative solutions to customer concerns.
  • Excellent Communication Skills: Communicate effectively with team members and stakeholders.