Customer Support Quality Champion

Growe Talents; Argentina; Presencial; ARS 800.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & Wellness

Global Medical Coverage

Benefits Programs

Performance Rewards

Dynamic Work Environment

Descripción de la vacante

Call Power is seeking a QA-focused Customer Support Quality Analyst to monitor chats and emails, ensure policy compliance, and document feedback. You will work with the support team to establish best practices and measurable performance goals.

Fluency in English and Spanish is required, with at least 1 year in a QA or specialist role and strong data-analysis and reporting skills to drive improvements in support quality.

Formación

• Advanced or Upper-intermediate English verbal and written proficiency.
• Fluent in Spanish.
• Experience in customer service or support, with at least 1 year in a quality assurance or specialist role.
• Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality.
• Experience in creating reports, dashboards, and presentations using Excel, Google Sheets, PowerPoint, or specialized reporting software.

Responsabilidades

• Monitor Customer Support chats and emails to ensure compliance with all standard policies and procedures.
• Document and offer feedback according to the given standards of QA team.
• Collaborate with the support team to establish best practices and set measurable performance goals.
• Create, compile, and present regular reports on key customer support quality metrics.
• Develop detailed reports on agent performance, customer feedback, and overall quality trends.
• Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan.

Conocimientos

English proficiency

Spanish language

Data analysis

Report creation

Quality assurance

Herramientas

Excel

Google Sheets

PowerPoint

Descripción del empleo

Call Power is seeking a QA-focused Customer Support Quality Analyst to monitor chats and emails, ensure policy compliance, and document feedback. You will work with the support team to establish best practices and measurable performance goals.

Fluency in English and Spanish is required, with at least 1 year in a QA or specialist role and strong data-analysis and reporting skills to drive improvements in support quality.