Quality Assurance Specialist

6 days ago

Hong Kong, Central and Western District, Hong Kong SAR China DOW JONES Full time

About Us

Dow Jones is a global leader in news and business information, delivering content to consumers and organizations worldwide. With a rich history spanning over 130 years, we have established ourselves as a trusted source of high-quality content. Our team is dedicated to providing exceptional service to our customers and creating engaging experiences for our people.

About the Role

We are seeking a Quality Assurance Analyst to join our Customer Service team. As a Quality Assurance Analyst, you will play a critical role in ensuring that our customer service standards are met. Your responsibilities will include evaluating and reviewing agent contact responses, managing weekly/monthly evaluations, and working in compliance with existing QA criteria documents. You will also be responsible for delivering monthly statistical and error reporting, developing contact calibration approaches, and creating, assigning, and reporting errors and coaching opportunities.

Responsibilities

  • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
  • Manage weekly/monthly evaluations.
  • Work in compliance with all existing QA criteria documents for all channel interactions.
  • Deliver monthly statistical and error reporting to share knowledge with the management team.
  • Develop contact calibration approaches to foster alignment with stakeholder auditors.
  • Create, assign, and report errors and coaching opportunities to promote improvement in overall agent performance.
  • Handle and track ad hoc requests and additional assignments.
  • Educate all new Customer Service personnel on the Quality Assurance Program globally.

Requirements

  • At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.
  • Strong MS Office skills, particularly Excel (ability to maintain complex spreadsheets).
  • Skillset with Google Suite of Products.
  • Strong analytical capabilities (previous experience with data analytics desired).
  • Strong business writing skills.
  • Strong soft skills for effective collaboration with colleagues and teams across services.
  • Willingness to travel (regular visits to each contact center expected).
  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
  • A High School diploma or Equivalent.
  • Experience in coaching and developing team members (preferred).
  • Excellent presentation and knowledge transfer skills (preferred).

Our Benefits

  • Comprehensive Healthcare Plans.
  • Paid Time Off.
  • Retirement Plans.
  • Comprehensive Medical, Dental, and Vision Insurance Plans.
  • Education Benefits.
  • Paid Maternity and Paternity Leave.
  • Family Care Benefits.
  • Commuter Transit Program.
  • Subscription Discounts.
  • Employee Referral Program.

Equal Opportunity Employer

Dow Jones is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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