Quality Control Specialist - Customer support

Job Description

Company: Valeo Health

About Valeo Health

Valeo Health is committed to delivering top-notch customer experiences by ensuring excellence in customer support. We seek a Quality Control Specialist to lead quality assurance initiatives and enhance service delivery. If you are detail-oriented, analytical, and passionate about driving customer satisfaction, join our team and make an impact!

• Monitor and evaluate customer interactions (calls, emails, chats, etc.) to ensure compliance with quality standards.
• Identify performance trends and develop strategies to address deficiencies and enhance strengths.
• Maintain and refine quality scorecards and other evaluation tools.

• Define, implement, and update quality benchmarks and guidelines for customer support.
• Ensure adherence to company policies, industry regulations, and service level agreements (SLAs).
• Promote compliance with data privacy laws and security protocols during customer interactions.

• Provide actionable feedback to customer support agents to enhance service quality.
• Collaborate with team leaders to conduct coaching sessions and training programs.
• Recognize high-performing agents and encourage a culture of continuous improvement.

• Analyze customer surveys, feedback, and complaints to identify recurring issues.
• Work with cross-functional teams to address and resolve service-related concerns.

• Conduct root cause analysis for quality concerns and recommend process enhancements.
• Identify and implement best practices to improve operational efficiency and customer satisfaction.

• Prepare regular reports on quality performance metrics and trends for senior management.
• Maintain comprehensive documentation on quality standards, procedures, and updates.

• Work closely with Training, Operations, and other departments to align on quality goals.
• Act as a liaison between customer support teams and management to ensure consistent service delivery.

• Bachelor's degree in Business, Management, or a related field.
• 3-5 years of experience in quality control or assurance, preferably in a customer support environment.
• Strong knowledge of quality metrics, tools, and methodologies.
• Excellent communication, analytical, and leadership skills.
• Proficiency in quality monitoring tools, CRM software, and reporting platforms.
• Ability to work collaboratively across departments and drive process improvements.

• Certification in quality assurance (e.g., Six Sigma, COPC, or similar).
• Experience in multi-channel support environments (calls, chats, emails, social media).
• Knowledge of customer experience (CX) frameworks and strategies.

• Competitive salary and benefits package.
• A dynamic and collaborative work environment.
• Opportunities for professional growth and development.
• The chance to play a key role in shaping exceptional customer experiences.

Join us in our mission to elevate customer support excellence!