Conduct detailed quality assessments of service interactions in both English and Spanish to provide actionable feedback and ensure high-level issue resolution.
Collaborate with the Quality Supervisor and cross‑functional teams to implement improvement actions and projects to increase the CX metrics.
Monitor service experience indicators—including Customer Effort Score (CES) and Customer Satisfaction (CSAT)—to ensure full compliance with organizational quality standards and project goals.
Qualifications
Experience: At least 2–3 years of experience in quality assurance, customer service analysis, or a related field within a corporate environment.
Expertise: Native or professional fluency in both English and Spanish, with strong knowledge of service metrics like Customer Effort Score (CES) and Customer Satisfaction (CSAT).
Skills: Proven ability in identifying service gaps, providing const...