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Quality Assurance Analyst (8798123)
Global Marketing and Sales
Review all inbound and outbound interactions with clients to support and drive performance expectations
Provide objective assessment regarding representatives compliance of process
Complete the required number of QA evaluations on a weekly and monthly basis
Assist in developing test scenarios/training exercise where performance gaps are identified via QA to include vendor calibrations to ensure consistency across our remote call center sites
Uses experience in QA to assess gaps in agent performance and conduct root cause analysis for corrective and preventative action plans
Rapidly learn and understand the relevant Facebook family of products and services for marketers
Rapidly develop a working knowledge of Facebook's established service standards
Time management and prioritization enabling the ability to work independently, manage workload and meet required QA targets
Ability to work in a detail-oriented environment to identify areas where representatives are and are not meeting our standards around customer experience
Outstanding communication skills and the ability to deliver feedback effectively
Strong analytical and reporting skills
2+ years of QA and/or Knowledge Management experience in Customer Services and/or Sales environment
BA/BS degree or equivalent work experience
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