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Quality Assurance Specialist
hace 3 semanas
With over 1,500 employees of more than 88 nationalities, Exness is the place for global teamwork, incredible leadership, a learning culture, and constant development. Unlimited by time zones, Exnessians from around the world have worked seamlessly together since 2008 to provide our traders with the best possible trading experience. Today, we stand proud with over 300,000 active traders and 2.5 trillion USD in monthly trading volume.
**Your role at Exness**:
Quality Assurance Specialist is responsible for all types of training and quality assurance within the company, as well as participation in process improvements that support continuous improvement in the organisation.
Quality Assurance includes monitoring and analyzing the interactions between support and clients to ensure customer support team members are performing to standard. The QA specialist then needs to take feedback from Quality Assurance and Training to pioneer interventions that foster continual organisational improvement.
**You will**:
- Improve and maintain a high quality of customer service by conducting quality assurance audits, analyzing results, providing coaching, recommendations for process improvements, product improvements, recommendations for improvements to the knowledge base and training material;
- Enhance employees' skills, performance, productivity, and quality of work;
- Monitor all inbound and outbound client communication channels according to the QA template;
- Verify customer service results by measuring skills in product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of interactions;
- Provide feedback and coaching to support on daily/weekly/monthly basis;
- Use all available reports to compile and track performance at department, team, and team member level;
- To prepare and analyze regional internal quality reports to QA Manager;
- Participate in calibration and ensure minimum variance from the team standard;
- To perform other tasks assigned by management. Undertake any other ad-hoc tasks assigned by the Line Manager when required.
- Minimum of a Bachelor's degree
- Excellent command of the English language, with advanced writing proficiency;
- Excellent and native communication soft skills in English and Spanish language.
- Experience in forex or financial services would be an added advantage.
- Previous experience in training delivery and quality assurance is preferred.
- Research, planning, organizing, time management and high level of administrative skill
- Problem solving skills and ability to adapt fast to change
- Highly motivated and able to work under pressure
- Creative thinking skills and ability to address issues proactively
- Ability to take initiative, work independently as well as work flexible schedules/hours when needed.
- Ability to organize, multitask and exercise time management
- Ability to consistently exercise discretion and judgment in creative endeavors.
- Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail.
- Ability to accommodate various interpersonal and communication styles.
- Ability to simplify complex concepts
- Hunger for what's next and new
- Great attitude
**Sounds like you? Apply.**:
