- Professional
- Escritório em Bogota
Position Summary:
Horatio is looking for a highly energetic Quality Assurance Specialist. This person should be a self-motivated employee with high standards around Client expectations, Customer Success, and Quality Measures. As a Quality Assurance Specialist, you will be responsible for evaluating and assessing customer support tickets for accuracy, completeness, and adherence to established guidelines and procedures.
Responsibilities:
- Assess and identify any errors, inconsistencies, or areas of improvement in ticket responses.
- Empathize with customers' concerns or frustrations expressed in the tickets, ensuring that agents respond appropriately and effectively.
- Collaborate with customer support agents and team leads, providing constructive feedback and recommendations to enhance the overall quality of customer support interactions.
- Escalate and communicate detailed information about tickets.
- Answer Operations questions concerning QA guidelines and policies.
- Send out Red Flag/Fatal Error Audits to Quality Assurance Lead.
- Understand the importance of customer satisfaction and the ability to evaluate tickets based on the resolution provided, customer sentiment, and overall experience.
Required Skills/Abilities:
- Excellent (near-native) spoken and written English is a requirement for this job
- Previous QA experience.
- Experience working with Zendesk is required.
- Ability to analyze and solve complex technical issues.
- Excellent written and verbal communication skills.
- Familiarity with QA processes and methodologies specific to customer support ticket evaluation, such as scoring rubrics or quality standards.
- Proficiency in using customer support ticketing systems or CRM platforms to evaluate and analyze ticket data effectively.
- Aptitude for identifying patterns or trends in customer issues, and providing suggestions for process improvements or additional training requirements.
- Strong organizational and time management skills to prioritize ticket evaluations, meet deadlines, and ensure timely feedback to customer support agents.
- Must demonstrate a good attitude and the ability to work as a team player
Education and Experience:
- 1-2 years of experience as a Quality Specialist or similar roles.
- Associate’s or bachelor’s degree in a business-related field (preferred).
- Gaming experience is preferred.
