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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 offer coaching and guidance to help improve performance and address areas for improvement.
Identify Trends and Areas for ImprovementIdentify trends and areas for improvement, and develop and implement action plans to prevent recurrence and improve overall quality and customer satisfaction.
Share Best Practice and Support TrainingShare best practice with customer-facing teams, and support the client solutions team with ongoing learning needs by conducting ad hoc training.
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, services, and procedures, or are able to quickly take in new information and adapt to changing requirements.
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 collaborative team player, with the ability to work closely with people leaders and individuals to share quality results and improve overall performance.
