Quality Specialist (OPI)
TransPerfect
San Jose, Costa Rica
hace 2 días

TransPerfect Is More Than Just a Job

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Position Summary :

The Quality Specialist assists in the provision of consistent quality services through the monitoring of customer service teams.

They are responsible for the development, execution, and reinforcement of agent policies, procedures and standards. The Quality Specialist is a leader in keeping all staff updated and informed on agent best practices and changes within the project.

They must possess exceptional language, customer service and communication skills.

Position responsibilities :

  • Exhibit complete familiarity with all TransPerfect Connect policies and procedures
  • Maintain and assist in improving quality by regularly monitoring agent performance and work with supervisors to implement improvement plans
  • Analyze, trends and identify areas in need of improvement through arranging and executing monitoring for such agents daily
  • Prepare and accomplish audit work in accordance with acceptable audit standards and plans
  • Prepare organization for formal and informal audits
  • Maintain all records of QA activities, to include QA identified issues
  • Maintain effective working relations with members of training, quality and various levels of management
  • Continuously assist with verifying that all agents are confident in all areas of their required job tasks and provide feedback to Training
  • Continuously update job knowledge by studying trends and staying up to date on all project changes, performance standards and quality assurance in general
  • Act professionally with regards to appearance, conduct and promptness
  • Maintain professional standards and ethical practices inherent to the position
  • Perform other duties as assigned
  • Essential skills and experience required :

  • Required High School Diploma or General Equivalency Diploma
  • Required Excellent communication skills
  • Required Strong interpersonal and communication skills
  • Desired Bachelor’s degree
  • Desired Basic understanding of Word, Excel, and / or MS office suite.
  • Desired Familiarity with quality assurance best practices
  • Valued but not required skills and experience :

  • Enthusiastic
  • Organized
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