Service Quality Coordinator

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Service Quality Coordinator plays a crucial role in ensuring that organizational standards are met consistently across all service delivery points. They are responsible for monitoring and evaluating performance metrics, conducting audits, and implementing quality improvement initiatives. By collaborating with various departments and stakeholders, they work to identify gaps in service quality and develop strategies to address them. Their goal is to enhance customer satisfaction and loyalty by fostering a culture of continuous improvement. This role demands keen attention to detail, strong analytical skills, and effective communication abilities to drive excellence in service quality.

- Bachelor's degree in Business Administration, Management, or a related field
- Proven experience in a customer service or quality assurance role
- Strong analytical skills and attention to detail
- Proficiency with data analysis tools and software
- Excellent communication and interpersonal skills
- Ability to handle and resolve escalated customer complaints effectively
- Experience in developing and conducting training programs
- Knowledge of industry regulations and standards
- Strong coaching and feedback capabilities
- Ability to work collaboratively with multiple departments and stakeholders
- Demonstrated problem-solving and root cause analysis skills
- Proficient in creating detailed reports and using performance metrics
- Familiarity with customer satisfaction survey tools and analysis
- Strong organizational skills and ability to maintain comprehensive records
- Experience in recruiting and selecting customer service staff
- Time management skills to handle multiple tasks and deadlines
- High level of proficiency in Microsoft Office Suite (e.g., Word, Excel, PowerPoint)
- Ability to stay updated with best practices and emerging trends in service quality
- Flexibility to adapt to changing priorities and business needs
- Strong project management skills and ability to implement initiatives

- Monitor and evaluate customer service interactions for quality assurance
- Analyze customer feedback for service improvement opportunities
- Develop and implement service quality standards and procedures
- Conduct regular training sessions for customer service staff
- Liaise with departments to ensure consistent service delivery
- Handle escalated customer complaints and issues
- Prepare detailed reports on service performance metrics and trends
- Collaborate with team leaders on action plans for service improvement
- Review and update service policies based on best practices
- Facilitate team meetings to discuss improvements and address concerns
- Maintain records of service quality activities, audits, and outcomes
- Use data analysis tools to track and report on key performance indicators (KPIs)
- Ensure compliance with industry regulations and standards
- Provide coaching and feedback to customer service representatives
- Assist in the development of new customer service programs and initiatives
- Conduct root cause analysis for service failures and implement corrective actions
- Coordinate with training departments to update training materials as needed
- Participate in the recruitment and selection process for customer service roles
- Maintain open communication channels with stakeholders to relay critical information
- Develop and distribute customer satisfaction surveys and analyze the results

The ideal candidate for the role of Service Quality Coordinator is an individual with a Bachelor's degree in Business Administration, Management, or a related field, complemented by extensive experience in customer service or quality assurance. This candidate excels in analytical thinking, consistently demonstrating strong attention to detail and proficiency with data analysis tools and software. They possess exceptional communication and interpersonal skills, capable of effectively handling and resolving escalated customer complaints. With a proven track record in developing and conducting training programs, they excel in coaching and providing constructive feedback to customer service representatives. The ideal candidate is well-versed in industry regulations and standards, ensuring compliance and adherence to best practices. They exhibit outstanding problem-solving abilities, including conducting root cause analysis and implementing corrective actions. Strong organizational skills, coupled with an ability to maintain comprehensive records and create detailed performance reports, are essential traits. This individual is also adept at using customer satisfaction survey tools and analyzing results to drive service improvements. Their collaborative nature enables them to work seamlessly with multiple departments and stakeholders, maintaining open communication channels. Demonstrated expertise in recruiting and selecting customer service staff, alongside proficient time management skills, allows them to handle multiple tasks and deadlines efficiently. Technical proficiency in Microsoft Office Suite is a must, as is their ability to stay updated with emerging trends in service quality. Adaptability, a results-driven attitude, and a passion for delivering exceptional quality service set the ideal candidate apart, ensuring their effectiveness in a dynamic and evolving business environment.

- Monitor and evaluate customer service interactions for quality assurance
- Analyze customer feedback to identify areas for service improvement
- Develop and implement service quality standards and procedures
- Conduct regular training sessions for customer service staff
- Liaise with various departments to ensure consistent service delivery
- Handle escalated customer complaints and issues
- Prepare detailed reports on service performance metrics and trends
- Collaborate with team leaders to create action plans for service improvement
- Review and update service policies to align with best practices
- Facilitate team meetings to discuss improvements and address concerns
- Maintain records of service quality activities, audits, and outcomes
- Use data analysis tools to track and report on key performance indicators (KPIs)
- Ensure compliance with industry regulations and standards
- Provide coaching and feedback to customer service representatives
- Assist in the development of new customer service programs and initiatives
- Conduct root cause analysis for service failures and implement corrective actions
- Coordinate with training departments to update training materials as needed
- Participate in the recruitment and selection process for customer service roles
- Maintain open communication channels with stakeholders to relay critical information
- Develop and distribute customer satisfaction surveys and analyze the results

- Strong analytical mindset
- High attention to detail
- Excellent communication skills
- Proactive problem-solver
- Effective at handling escalations
- Collaborative team player
- Experienced in coaching and training
- Adaptable to changing priorities
- Customer-focused approach
- Results-driven attitude
- Consistently follows industry standards
- Technically proficient with analysis tools
- Highly organized and efficient
- Strong interpersonal skills
- Ability to work under pressure
- Strong decision-making capability
- Enthusiastic about continuous improvement
- High level of integrity and professionalism
- Passion for delivering quality service
- Strong project management skills

- Competitive salary (specific range based on experience and qualifications)
- Comprehensive health, dental, and vision insurance
- Paid time off (PTO) and holidays
- Flexible work hours and remote work options
- Professional development and training opportunities
- 401(k) retirement plan with company match
- Employee assistance program (EAP)
- Performance-based bonuses and incentives
- Career progression and promotion opportunities
- Wellness programs and resources
- Tuition reimbursement for ongoing education
- Company-sponsored workshops and seminars
- Friendly and collaborative work environment
- Employee recognition and reward programs
- Discounts on company products and services
- Life and disability insurance
- Parental leave and family support benefits
- Transportation and commuting benefits
- Access to company fitness center and wellness facilities