Job Information
Jostens Customer Care Quality Auditor in Santiago, Dominican Republic
JOB TITLE: Cuatomer Care Quality Auditor
LOCATION: SPI Santiago
GENERAL DESCRIPTION OR PURPOSE OF JOB:
The role of the CS Quality auditor is crucial in ensuring the deployment, implementation, and support of the South Campus quality management system. This includes monitoring results and collaborating with preventive and corrective actions (CAPA) to contribute to customer satisfaction and compliance with quality standards.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Item
Responsibility/Function
%Time
2
Technical Quality Assurance.
20%
2
Good communication skill to provide feedbacks, coaching or teaching in a way it can be understood.
20%
3
Track key quality assurance metrics (https://thelevel.ai/blog/3-key-metrics-to-help-improve-csat-scores/) while monitoring indicators of each area to form action plans to improve strategies.
25%
4
Monitor the calls from a technical standpoint, collecting, analyzing, and visualizing call center data for insights.
35%
Required:
High School degree or equivalent customer service experience.
6 months minimum of Jostens experience.
Ability to coach and mentor people as well as maintain confidentiality.
Excellent verbal and written communication skills.
Able to work independently as well as part of a team to achieve goals and meet crucial deadlines.
Strong organizational, planning and follow-up skills as well as the ability to exercise sound judgment in decision making.
Detail oriented, accuracy in dealing with data and systems.
Strong interpersonal and communication skills with ability to coach and mentor performance.
About Jostens:
Celebrating 125 years of business, Jostens has been a part of local communities, working with K-12 schools, colleges and universities, teams, and affiliation groups. Representatives from Jostens touch thousands of schools and groups every day, working to make a difference with products and services that recognize accomplishments and help people tell their stories. These products, along with resources for educators, yearbook curriculum, and services to help motivate and inspire like Jostens Renaissance® and Commitment to Graduate (C2G) are all designed to contribute to a positive and rewarding school experience. As a household name and leading brand in our market, we are passionate about being the most trusted partner in celebrating moments that matter. We are a mid-size company with a small-company feel, allowing us to move fast and explore innovative ideas.
Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
https://www.jostens.com/about/california-employee-privacy-policy