Technical Quality Assurance Specialist

4 dni temu


Kraków, Lesser Poland TN Poland Pełny etat

We are seeking a skilled Technical Quality Assurance Specialist to join our Customer Support Team in Poland. In this role, you will play a pivotal part in driving quality assurance results and delivering exceptional customer experiences.

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.
  • Calibration Sessions: Lead regular calibration sessions to ensure grading consistency and identify areas for improvement.
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
  • Data-Driven Decision Making: Analyze reports, create actionable insights, and drive strategic recommendations.
  • Customer-Centric Approach: Demonstrate empathy and professionalism in all customer interactions.
  • Strong Communication Skills: Effectively communicate with internal stakeholders, including the Technical Team and Leadership.


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