Quality Analyst

DocuSign; Brazil (IN); Remote; USD 50,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen im Bereich E-Signaturen sucht einen Qualitätsanalysten, der die Kundeninteraktionen bewertet und die Servicequalität verbessert. In dieser Rolle haben Sie die Möglichkeit, in einem unterstützenden und inklusiven Umfeld zu arbeiten, das flexibles Arbeiten ermöglicht. Sie werden Teil eines Teams, das aktiv an der Verbesserung der Kundenzufriedenheit arbeitet und wertvolle Einblicke in die Leistung des Unternehmens bietet. Wenn Sie eine Leidenschaft für Qualitätssicherung haben und einen positiven Einfluss auf die Kundenbetreuung ausüben möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Karrierewachstum

Flexible Arbeitszeiten

Unterstützende Unternehmenskultur

Qualifications

• Mindestens 2 Jahre Erfahrung in einer Qualitätsprüfungsrolle im Kundenservice.
• Starkes Verständnis der Abläufe und Metriken im Kontaktzentrum.

Responsibilities

• Überprüfen von Kundeninteraktionen basierend auf Qualitätsstandards.
• Bereitstellung von konstruktivem Feedback zur Leistungsverbesserung.

Skills

Qualitätsanalyse

Kundenservice

Analytische Fähigkeiten

Aufmerksamkeit für Details

Kommunikationsfähigkeiten

Education

BA/BS Degree oder gleichwertige Berufserfahrung

Tools

Qualtrics

Job description

Employer Industry: E-Signature and Contract Lifecycle Management

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Flexible remote work arrangement
- Supportive and inclusive company culture
- Chance to make a positive impact on customer satisfaction and overall service quality
- Collaborative environment with active participation in quality improvement initiatives

What to Expect (Job Responsibilities):
- Audit customer interactions (emails, chats, calls, etc.) based on predefined quality standards, procedures, and compliance guidelines
- Accurately score interactions using established quality monitoring forms and provide clear documentation of evaluation findings
- Provide constructive, actionable feedback to support representatives and their managers to drive performance improvement
- Identify and analyze trends in expert performance, customer feedback, and process adherence at individual, team, and department levels
- Compile and distribute regular quality performance reports to stakeholders, highlighting key findings and areas needing attention

What is Required (Qualifications):
- Minimum of 2 years of experience in a Quality Assurance/Analyst role within a customer support or contact center environment
- Strong understanding of contact center operations, metrics (e.g., CSAT, AHT, FCR), and quality assurance principles
- Excellent listening, analytical, and critical thinking skills with exceptional attention to detail
- Proven ability to provide objective, constructive, and effective feedback
- Strong written and verbal communication skills

How to Stand Out (Preferred Qualifications):
- BA/BS Degree or equivalent work experience
- Familiarity and experience with Qualtrics quality management
- Over 5 years of experience with SaaS customer support
- CX quality management certification
- Experience facilitating calibration sessions

#QualityAssurance #CustomerSupport #RemoteWork #CareerGrowth #E-SignatureSolutions

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