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Customer Research Agent
Location
Latin America
Posted
1 day ago
Salary
0
Seniority
Junior
Job Description
Customer Research Agent
Growe Talents
• Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures; • Document and offer feedback according to the given standards of QA team; • Collaborate with the support team to establish best practices and set measurable performance goals; • Create, compile, and present regular reports on key customer support quality metrics; • Develop detailed reports on agent performance, customer feedback, and overall quality trends; • Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan; • Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center; • Identify and participate in the design and improvements of the monitoring process; • Collaborate with other Customer Support professionals to improve overall customer service.
Job Requirements
- Advanced or Upper-intermediate English verbal and written proficiency;
- Fluent in Spanish;
- Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;
- Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;
- Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software.
Benefits
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
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