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About Us:
At EXL Service, we're not just a company; we're a global leader, pioneers of innovation, and champions of career growth. Join our team, and you'll find a collaborative environment where you can work with prestigious clients, gain exposure to diverse industries, and make a meaningful impact. At EXL, your career doesn't just grow; it soars.
Job Description:
As a Call Center Quality Assurance (QA) Specialist, you'll play a pivotal role in ensuring the highest standards of customer service excellence. You will be responsible for evaluating and improving our call center operations to deliver exceptional customer experiences.
On-site, Bogotá
Monday to Friday
Salary: 3.200.000
Key Responsibilities:
Conduct thorough quality assessments of customer service interactions through call monitoring and evaluation.
Provide actionable feedback and coaching to call center agents to enhance their performance and adherence to company standards.
Develop and implement quality assurance programs and guidelines.
Collaborate with call center supervisors and managers to identify training needs and improvement opportunities.
Analyze customer feedback and QA data to drive process enhancements.
Maintain comprehensive records of evaluations and findings.
Qualifications:
Bachelor's Degree preferred.
Minimum 6 months of experience in call center quality assurance.
Strong analytical skills and attention to detail.
Excellent communication skills, both written and verbal.
Proficient in Microsoft Office and QA software/tools.
English level B2.
Ability to work independently and collaboratively in a fast-paced call center environment.
Join Our Team:
If you are passionate about elevating customer service standards, excel in quality assessment, and are eager to make a positive impact in the call center industry, we want you on board!
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