Quality Assurance Customer Service

A Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our moladin care staff who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, emails and chats responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing moladin care quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Moladin customer’s experience.

The Day-to-Day Activities:

• Participates in the design of chat monitoring formats and quality standards.
• Performs chat monitoring and provides trend data to the site management team.
• Analyze the customer survey to identify dissatisfaction with customer experience and expectations.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Monitors customer care email and chat responses.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

• 2-3 years Customer Service experience.
• Bachelor Degree is a plus.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.