As a Senior Quality Assurance Specialist, you will play a pivotal role in ensuring the delivery of exceptional customer experiences by monitoring, analyzing, and enhancing the quality of customer interactions. You will collaborate closely with our vendor teams to identify areas for improvement, conduct coaching sessions, and implement strategies that contribute to the overall success of our customer care operations. The role would include flexible working hours Monday through Friday.
YOUR CHALLENGE:
- Quality Snapshots: regularly conduct thorough evaluations of concierge’s interactions to assess service quality and adherence to our Quality Matrix.
- Calibration Sessions: coordinate and facilitate calibration sessions with our vendors to ensure consistent evaluation standards. Collaborate with team leaders to address discrepancies and align evaluations, fostering a unified understanding of our quality standards and processes.
- Group Coaching Sessions on Specialized Topics: Develop and lead group coaching sessions to address specific areas of improvement identified through quality assessments.
- Individual Coaching Sessions: conduct individual coaching sess...
BLACKLANE
A scale-up in the mobility and travel sectors, offering a global chauffeur service and committed to ethical business practices and inclusion.
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