Related skills
data analysis quality assurance jira onboarding mode📋 Description
- Identify gaps in associate content and processes; update content.
- Lead change management to enhance the customer experience.
- Conduct quality audits and live ticket reviews with agents.
- Drive closed-loop feedback from team syncs, reviews, and data.
- Assist in weekly, monthly, and quarterly business reviews; analyze data.
- Onboard and coach agents; collaborate with leadership on escalations.
🎯 Requirements
- 3+ years experience in customer support or related field
- Customer-centric approach to problem solving
- Flexible schedule; weekends and holidays
- Strong data analysis skills; data-driven decisions
- Advanced problem-solving with creative solutions
- Experience with web-based support apps; JIRA and Mode a plus
🎁 Benefits
- Hybrid work: 3 days/week in-office in Mexico City; up to 4 weeks remote.
- Cross-functional collaboration and learning opportunities.
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