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Quality Assurance Compliance Auditor

Objective

Twlio is seeking a Quality Assurance (QA) Analyst to join our Support Strategy & Enablement team. You will be responsible for assessing the quality of the performance of our engineers who deal with our existing and potential customers. The QA Analyst will monitor inbound and outbound email, chat, and call responses to assess the engineer’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

Hard skills
  • Advanced English Speaker. High proficiency level (> 85%) (must)
  • Business degree, CS degree, or equivalent (desired)
  • 1 or more years of experience in a Quality Assurance Analyst role (desired)
  • Ability to maintain confidentiality and discretion in business relationships and exercise sound business judgment.
  • You have experience in working with tools like Zendesk, G Suite, or any comparable systems
Soft skills
  • Familiarity with account management and financial documents.
  • Excellent problem-solving skills and analytical abilities.
  • Passion for user experience.
  • Adaptable to the evolving needs of a high-growth and fast-paced organization.
  • Effective organizational and time management skills with the ability to work under pressure and adhere to deadlines.
  • Great attention to detail.
Responsibilities
  • Participate in the design of call monitoring formats and quality standards.
  • Use the QA system to compile and track performance at the team and individual levels.
  • Analyze engineer performance data to identify best practices, trends, and coaching opportunities.
  • Perform audits of emails, chats, & calls via a Zendesk ticket.
  • Review and score interactions using our QA form.
Benefits
  • Work at Home.
  • Growth Opportunities.
  • Educational Reimbursement.

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.