Customer Research Agent

Job Description

REQUIREMENTS

• Advanced or Upper-intermediate English proficiency
• Fluent in Spanish
• At least 1 year of experience in customer service or support in a QA or specialist role
• Strong ability to analyze data and identify trends
• Experience creating reports and dashboards using Excel, Google Sheets, or PowerPoint

RESPONSIBILITIES

• Monitor Customer Support chats and e-mails to ensure compliance with standard policies and procedures
• Document and offer feedback according to QA team standards
• Collaborate with the support team to establish best practices and measurable performance goals
• Create, compile, and present regular reports on key customer support quality metrics
• Develop detailed reports on agent performance, customer feedback, and quality trends
• Determine areas of improvement for observed conversations with detailed action plans
• Maintain thorough knowledge of products and contact center functional requirements
• Identify and participate in the design and improvement of the monitoring process
• Collaborate with Customer Support professionals to improve overall service

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