Bilingual Technical Quality Analyst
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Bilingual Technical Quality Analyst

Descripción de la oferta

? Review 1 in every 3 cases (or as otherwise stated) in accordance with KPIs and SLAs
? Provide additional case scrubs as needed and/or requested
? Ensure accuracy of CSAT and Efficiency metrics
? Assist Team Lead in analyzing all DSATs received by team members
? Coach agents 1:1 and 1:many on all quality related topics
? Group coaching for widespread QA problems
? Follow up on feedback submitted
? Own, prepare content, and present quality reporting for WBR/MBR/QBR
? Identify QA problem areas, overseeing projects to address these issues, measuring the impact of these initiatives
? Escalate issues to Client as needed
? Lead weekly QA debrief meeting when on rotation

Skills Required
? 1 to 3 years quality analyst experience in Technical Support
? Coaching in a technical environments.
? Understanding client/management needs to delivery better quality results.
? Deep understanding of different business levers which drive customer csat.
? Ability to research using internal knowledge bases and public ¬facing documentation
? A strong sense of business ownership and customer focus

Preferred Qualifications
? Knowledge of Widows Registry, File system, Windows Client, Windows OS, user profiles and security and server-based software.
? Understand Performance Monitoring tools such as OnCommand
? Understanding and working knowledge of data protection are backups, restores, disaster recovery. mechanisms involving local snapshots




1 año de experiencia

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