Offer summary

Qualifications:

Previous experience in quality and compliance monitoring is essential., Strong attention to detail and a results-driven approach are required., Excellent interpersonal skills and the ability to build relationships with stakeholders are necessary., Proficiency in Microsoft Office and data analysis methods is important..

Key responsibilities:

Inspect and ensure compliance of Customer Service procedures with quality standards.

Review and score agent interactions to provide constructive feedback.

Monitor customer feedback and collaborate with Team Leads for coaching.

Keep track of quality metrics and provide compliance reports regularly.

Job description

At Leadtech, we’ve been redefining digital businesses since 2009, creating innovative online solutions that reach millions of users every month. With a diverse team of over 700 members from 23+ nationalities, we’re united by a passion for creativity and collaboration.

We specialize in delivering user-centric experiences across web and mobile platforms, where people can connect with our products like never before.

We’re proud of our global reach and committed to fostering an inclusive workplace where every individual contributes to our shared vision of bringing cutting-edge projects to life. Learn more about our journey and mission on our About Us page!

Description

We are looking for an experienced Quality Analyst to perform audits to ensure consistency in the quality of client interaction and ensure the Customer Service team is using defined procedures.

The Quality Analyst will review the company interaction with the clients to make sure it has been done with compliance to the company’s standards and meets customer expectations. The ideal candidate will possess a trained eye for detail and will be reliable and committed. The role will also involve recommending and implementing improvements in the internal control structure.

The goal is to assure the high quality of our services aiming to the long-term success of our business.

Responsibilities

Inspect procedures of the entire Customer Service cycle to ensure they are efficient and in compliance with our quality standards.
Understand customer needs and requirements to develop effective quality control processes.
Review and score agent’s interactions with customers to ensure correct processes are followed and accurate information is provided professionally, courteously and consistently.
Provide constructive/effective feedback to the agents on a monthly basis.
Participate in effective calibration sessions.
Actively and regularly review customer feedback, ensuring that customers receive an appropriate response/resolution
Collaborate and provide guidelines to Team Leads if any coaching is needed to the agent.
Devise procedures to inspect and report quality issues.
Promote quality interactions at all customer touch points.
Proactively define actions to improve the quality of the interactions with our Customers.
Monitor all actions that have an impact on the quality of the Customer experience.
Keep track of all important metrics and KPIs to help us reach our goals.
Evaluate and keep track of customer requirements and make sure they are satisfied with our actions.
Recommend opportunities to strengthen the internal control structure where identified.
Facilitate proactive solutions through the collection and analysis of quality data. And also define processes that allow a greater optimization in the workflows.
Keep records of quality reports, statistical reviews and relevant documentation
Ensure all legal standards are met.
Provide weekly and monthly compliance reports and results of quality audits.
Be on the lookout for opportunities for improvement and develop new efficient procedures.

Requirements

Previous experience of quality and compliance monitoring.
Must be methodical, high degree of accuracy, attention to detail and a results-driven approach.
Ability to effectively perform in a fast paced and deadline oriented work environment.
Strong organizational and administrative skills with a disciplined approach to their responsibilities.
Ability to effectively lead and facilitate meaningful calibration and coaching sessions.
Excellent interpersonal skills with a demonstrated record in building working relationships with a wide range of internal stakeholders.
Responsible and trustworthy.
Ability to multi-task,organize and prioritize workload.
Thorough knowledge of quality control standards and testing methodologies in Customer Service.
Proficiency in all Microsoft Office packages/Gsuite. Moreover, ability to quickly learn new software and applications.
Excellent knowledge of data analysis/statistical methods.
A high degree of flexibility and ability to adapt to changing circumstances and expectations.
Attention to detail coupled with a real passion for delivering exemplary customer care.
A high level of written and spoken English.

Benefits

Competitive salary
Permanent contract
15 days of vacation
Remote work to help you balance between work and your personal life
Affordable Connectivity Program

Location

You will work from the comfort of your home in Colombia.

Our headquarters is located in Barcelona (Spain) and we have all the tools to work together with collaborators in different countries around the world.

The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida del Maresme, 44-46 08918 Badalona) or to the email address protecciondedatos@LeadTech.com, attaching to your request a document that can validate your identity.

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