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Quality Assurance and Training Specialist
2 months ago
We are seeking a highly skilled Quality Assurance and Training Analyst to join our team at Greenbean. As a key member of our Client Solutions team, you will play a critical role in ensuring the highest standards of quality and customer satisfaction.
Key Responsibilities- Maintain and Deliver a Robust Quality Assurance Framework
Develop and implement a comprehensive quality assurance framework that ensures our client solutions team meets the highest standards of quality and customer satisfaction.
Conduct Regular Quality ReviewsConduct regular reviews of customer interactions, including live chat, Jira messaging, phone calls, and emails, to ensure that our team is meeting the highest standards of quality and customer satisfaction.
Provide Feedback and CoachingProvide written and verbal feedback to individuals and team managers, and conduct coaching sessions to help team members improve their performance and meet the highest standards of quality and customer satisfaction.
Identify Trends and Areas for ImprovementIdentify trends and areas for improvement in customer interactions and develop action plans to prevent recurrence and improve overall quality and customer satisfaction.
Share Best PracticesShare best practices with customer-facing teams to ensure that everyone is aware of the highest standards of quality and customer satisfaction.
Support Training and DevelopmentSupport the client solutions team with ongoing learning needs by conducting ad-hoc training sessions and developing training materials to help team members improve their skills and knowledge.
Requirements- Proven Track Record of Delivering High-Quality Work
You have a proven track record of delivering high-quality work in your current role and are committed to maintaining the highest standards of quality and customer satisfaction.
Knowledge of Products and ServicesYou have knowledge of the products and services we offer and are able to communicate this effectively to customers and team members.
Excellent Communication SkillsYou have excellent written and verbal communication skills, with the ability to give feedback in a positive and tactful way.
Strong Attention to DetailYou have strong attention to detail and analytical skills, with the ability to identify process and functionality gaps from review outcomes.
Collaboration and TeamworkYou are a team player with excellent collaboration and teamwork skills, with the ability to work closely with people leaders and individuals to share quality results.
About YouYou are a motivated and results-driven individual who is passionate about delivering high-quality work and ensuring customer satisfaction. You are a strong communicator with excellent interpersonal skills and are able to work effectively in a team environment.
You are committed to ongoing learning and development and are eager to take on new challenges and responsibilities. You are a creative problem-solver with a strong attention to detail and are able to think critically and analytically.
You are a strong advocate for quality and customer satisfaction and are committed to maintaining the highest standards of quality and customer satisfaction in all aspects of your work.
