Related skills
salesforce quality assurance data visualization zendesk bi📋 Description
- Guardian of service excellence; ensure interactions meet standards.
- Design robust QA frameworks defining what great looks like.
- Conduct deep-dive reviews of calls, tickets, and cases for compliance.
- Track metrics like FCR accuracy, CSAT drivers, and trend analysis.
- Provide structured, actionable feedback and coaching for agents.
- Identify root causes and implement systemic fixes with stakeholders.
🎯 Requirements
- 3+ years in a call center or high-volume support.
- 2+ years in team management, QA, coaching, or training.
- Exceptional attention to detail and problem-solving.
- Strong leadership and stakeholder management skills.
- Experience with QA tools (Klaus, MaestroQA) and CRM (Zendesk, Salesforce).
- Data visualization and BI tools experience; fintech compliance familiarity.
🎁 Benefits
- Culture: people-first, inclusive environment.
- Learning: knowledge sharing and internal technical talks.
- Compensation: salary, pension, health insurance, annual bonus.
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