Customer Support Quality Specialist

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Oversee Customer Support interactions via chats and emails to guarantee adherence to all established policies and procedures;

• Record and provide feedback based on the standards set by the QA team;

• Work in conjunction with the support team to develop best practices and establish measurable performance objectives;

• Generate, compile, and present regular reports on essential customer support quality metrics;

• Create comprehensive reports on agent performance, customer feedback, and overall quality trends;

• Identify areas for improvement in each monitored conversation, providing detailed explanations and actionable plans;

• Cultivate and maintain an in-depth understanding of products, including performance and functional requirements of the Customer Support contact center;

• Recognize and engage in the design and enhancement of the monitoring process;

• Collaborate with fellow Customer Support professionals to enhance the overall customer service experience.

⛳️ Requirements

• Advanced or Upper-intermediate proficiency in English, both verbal and written;

• Fluent in Spanish;

• A minimum of 1 year of experience in customer service or support, particularly in a quality assurance or specialist role;

• Strong analytical skills to interpret data, identify trends, and produce actionable insights for improving support quality;

• Proficient in creating reports, dashboards, and presentations using tools such as Excel, Google Sheets, PowerPoint, or specialized reporting software.

🏝️ Benefits

• Health & Wellness Focus

• Global Medical Coverage

• Growth Opportunities

• Benefits Programs (reimbursement for gym/stomatology/psychological services, etc.)

• Performance-Driven Rewards

• Dynamic Work Environment