质量控制专员
Quality Control Specialist
⭐️ CoreStar 是一家充满活力的技术公司，为重工业领域的合作伙伴提供高性能解决方案。我们的专家团队秉持初创企业的心态，专注于每个项目中的创新、协作和效率。在 CoreStar，你将有机会提升技能，应对激动人心的挑战，并直接为有影响力的产品做出贡献。
项目：
我们正在寻找一位注重细节的质量保证专员，以监控和提升客户服务团队的质量。此职位对于保持卓越的服务标准以及监控客服人员和值班主管的绩效至关重要。
质量监控与保证：
- 监控并评估多个渠道（聊天、邮件、工单、Slack 通讯）的客户互动
- 使用 AI 工具和既定评分标准，定期对不同语言的客服人员进行质量评估
- 审阅 Zendesk 报告并分析支持指标，以识别趋势和改进领域
- 维护质量保证文档并提供详细的反馈报告
绩效监控：
- 监控并评估值班主管的绩效，包括团队生产力、排班遵守情况、升级处理和团队管理效果
- 跟踪客服人员和值班主管的 KPI，识别绩效差距和改进机会
- 进行校准会议，确保质量评估的一致性
报告与分析：
- 为管理层和首席执行官准备全面的周报和月报
- 基于质量数据和客户互动分析提供可操作的见解
- 识别系统性问题并提出流程改进建议
辅导与反馈：
- 通过一对一辅导会议向客服人员和值班主管提供建设性反馈
- 与培训团队合作，解决技能差距和发展需求
- 参与绩效评审流程
📌要求：
- 至少 2 年在客户服务或呼叫中心环境中的质量保证经验
- 英语流利（书面和口语）
- 具备 Zendesk 或类似客户服务平台的经验
- 具备数据分析和生成有意义见解的能力
- 极强的细节关注能力和分析思维
📌优先条件：
- 具备多语言支持团队的监控经验
- 熟悉质量框架和评分方法
- 良好的沟通能力
查看英文原文
⭐️ CoreStar is a dynamic technology company supporting partners in heavy-load industries with high-performance solutions. Our expert teams bring a startup-driven mindset, focusing on innovation, collaboration, and efficiency in every project. At CoreStar, you’ll have the opportunity to grow your skills, tackle exciting challenges, and directly contribute to impactful products.
Project:
We are seeking a detail-oriented Quality Assurance Specialist to monitor and enhance the quality of our customer support team. This role is critical in maintaining exceptional service standards and monitoring the performance of both agents and shift leaders.
Quality Monitoring & Assurance:
- Monitor and evaluate customer interactions across multiple channels (chat, email, tickets, Slack communications)
- Conduct regular quality assessments of different language-speaking agents using AI tools and established scoring criteria
- Review Zendesk reports and analyze support metrics to identify trends and areas for improvement
- Maintain quality assurance documentation and provide detailed feedback reports
Performance Monitoring:
- Monitor and evaluate shift leaders' performance including team productivity, schedule adherence, escalation handling, and team management effectiveness
- Track KPIs for both agents and shift leaders, identifying performance gaps and improvement opportunities
- Conduct calibration sessions to ensure consistency in quality evaluations
Reporting & Analysis:
- Prepare comprehensive weekly and monthly quality reports for management and CEO
- Provide actionable insights based on quality data and customer interaction analysis
- Identify systematic issues and recommend process improvements
Coaching & Feedback:
- Deliver constructive feedback to agents and shift leaders through one-on-one coaching sessions
- Collaborate with the training team to address skill gaps and development needs
- Participate in performance review processes
📌Requirements:
- Minimum 2 years of experience in Quality Assurance within a customer support or contact centre environment
- Fluent in English (written and spoken)
- Experience with Zendesk or similar customer support platforms
- Proven ability to analyze data and generate meaningful insights
- Excellent attention to detail and analytical thinking
📌Preferred Qualifications:
- Experience monitoring multilingual support teams
- Familiarity with quality frameworks and scoring methodologies
- Strong communication and coaching skills
📌Key Competencies:
- Objective and fair evaluation capabilities
- Strong written and verbal communication
- Critical thinking and problem-solving
- Time management and organizational skills
- Diplomatic approach to delivering feedback
📌 Benefits:
- 18 non-service delivery days per year;
- Full paid onboarding and continuous training;
- Competitive salary, reviewed annually.
- Birthday presents from the company;
- Compensation for English and Greek language classes (partially paid by the Company after 3 months of service)
Join us and be one of the Core Stars! ⭐
Originally posted on Himalayas