DirecciónSystems Support Professional - Quality Control Specialist
remote
Azores, Azores, Portugal .
full-time . February 1, 2024
Description
Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients.
Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients.
At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Department : Service Excellence
Reports to : Manager, Service Excellence
Who You Are
The Quality Control Specialist will play a critical role in ensuring the quality of customer service provided by the support team.
This individual will be responsible for monitoring and evaluating customer interactions to identify opportunities for improvement and to implement quality improvement initiatives.
The Quality Control Specialist will work collaboratively with the Service Excellence team and other departments within the organization to ensure that Quality Control standards are aligned with overall business objectives.
This is a remote entry level position .
The Quality Control Specialist will have a significant impact on the customer support team and the overall success of the organization.
This individual will help to maintain an overall positive quality of service by identifying areas for improvement and implementing quality improvement initiatives.
The Quality Control Specialist will work collaboratively with the Service Excellence team and other departments within the organization to ensure that Quality Control standards are aligned with company objectives.
What You’ll Do
- Review customer interactions, including call and email tickets, to ensure that they meet the established quality standards.
- Assess ticket handling to identify any areas for improvement and work with the team to develop best practices that enhance the quality of service provided.
- Document and enforce quality assurance processes and procedures to improve the overall quality of service.
- Provide feedback on areas for improvement and collaborate with the manager to develop best practices that address customer concerns.
- Collaborate with the Service Excellence team to identify trends in customer inquiries and concerns and develop strategies to address them.
- Produce regular reports on performance and quality assurance activities, including recommendations for improvement.
- Participate in training programs for technicians to ensure that they are equipped with the necessary skills to provide high-quality service to customers.
- Collaborate with other departments within the organization to ensure that Quality Control standards are aligned with overall business objectives.
- Keep up-to-date with industry best practices and trends related to customer service and quality assurance.
- Answer calls, respond to customer inquiries, provide ticket updates to clients via phone and email.
Qualifications :
- 1 year experience in the Systems Support Professional role, or similar role involving regular customer interactions through ticket assignments.
- Strong analytical skills, with the ability to identify trends and patterns in customer interactions.
- Keen attention to detail, with the ability to identify deviations from client documentation in completed requests.
- Excellent communication skills, both verbal and written, with the ability to provide constructive and unbiased feedback.
- Good understanding of customer service principles and best practices.
- Ability to work independently, manage priorities, and meet deadlines.
What We Offer
- Remote work
- Competitive compensation & benefits package
- Company events, recognitions, and celebrations
- Career development and growth opportunities
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