Description Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.We are looking for an Sr. Specialist, Customer Success (Quality Analyst) to join our team. Today.We are Concentrix. We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands. At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer.The future team member that will love this job will demonstrate the value and benefits of our services by supporting our sales teams. Reporting to a Sales Manager, you will be responsible for effectively collaborating with our Global Service Delivery teams to ensure customers' expectations are met. Understands and captures the voice of the customer for assigned client. Along the way you will have access to excellent training opportunities to grow and an attractive benefit package; including, medical insurance and more. At Concentrix, you can truly Own Your Future!You will:Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value attainment.Develop an advanced level of product knowledge to speak intelligently to customers and address specific objections.Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems.Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, "Voice of the Customer".Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage.Collaborate with cross functional teams and management to drive a positive customer experience.Provide consultative support.May potentially attend vendor or external events.Provide mentoring and guidance to more junior Customer Success staff.Audit operational workflows like order processing and tickets. Evaluate important metrics like cycle times, drop-offs and first response times.Compile and track QA performance at Team and Individual level.Document quality assurance activities with internal reporting and audits.Ensure costumer quality is provided externally and internally. Support Training activities – preparation/execution of on-the-job training.Identify non-compliant processes and recommend enhancements.Maintain internal knowledge base of past issues and resolutions collaborating with Training Teams.Simulate customer journeys to identify friction points or usability issues. Other duties, as assigned and necessary.You have:Fluent English, second language is beneficial.2-3 years' experience in QA.4-5 years' experience in customer service or operations role.Knowledge of quality assurance terminology, methods, and tools.Proficiency in Microsoft tools.Proficiency with CRM, support desk and understanding ERP systems. Experience inferring insights from data and problem-solving.Experience organizing and prioritizing your own tasks involving multiple departments.Excellent logic and troubleshooting skills.Stay up to date with industry trends. Virtual First and Remote WorkConcentrix (B2B) is Virtual First, which means working outside of an office will be the primary experience for most employees for the foreseeable future. Equipment will be provided, but a space at home to work is required. We would expect that most candidates should be within a commutable distance from one of our designated office locations for this role.Location:NIC Managua - KakauLanguage Requirements:English (Required), Spanish (Required)Time Type:Full time
