Service Quality Specialist

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Service Quality Specialist is responsible for ensuring that an organization's services meet established standards of quality and efficiency. This role involves monitoring, analyzing, and improving service processes to enhance customer satisfaction and operational performance. Key duties include conducting quality assessments, implementing best practices, and liaising with various departments to identify areas for improvement. By maintaining a focus on service excellence, the Service Quality Specialist plays a vital role in driving continuous improvement and fostering a culture of high-quality service within the organization.

- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 3-5 years of experience in customer service or quality assurance roles.
- Proven experience in quality assurance and service quality evaluation.
- Strong analytical skills and ability to interpret and present data effectively.
- Proficiency in customer service software and quality monitoring tools.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and detail-oriented mindset.
- Experience in developing and conducting training sessions and workshops.
- Ability to work collaboratively with cross-functional teams.
- Strong organizational skills and ability to manage multiple tasks effectively.
- Knowledge of industry best practices in service quality management.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to handle customer complaints and escalations professionally.
- Familiarity with audit processes and methodologies.
- Experience in creating and maintaining quality assurance documentation.
- Awareness of technological trends and tools relevant to customer service.
- High degree of adaptability and willingness to stay updated with industry changes.
- Strong leadership skills with the ability to guide and mentor team members.
- Certification in Quality Management or related field (preferred but not essential).

- Monitor and evaluate customer service interactions.
- Ensure adherence to company service standards and procedures.
- Analyze service quality metrics and compile trend reports.
- Identify areas for quality improvement.
- Conduct feedback sessions with customer service representatives.
- Provide guidance and support for performance improvement.
- Develop and update quality assurance policies and procedures.
- Create and maintain training materials.
- Coordinate and facilitate training sessions and workshops.
- Investigate and resolve customer complaints and escalations.
- Collaborate with department heads and management on service strategies.
- Perform regular audits of service processes.
- Suggest revisions to service processes as necessary.
- Utilize customer feedback and surveys for improvement opportunities.
- Maintain detailed records of quality assessments and feedback.
- Document corrective actions taken.
- Work with the technology team to optimize service platforms.
- Stay updated with industry trends and best practices.
- Design initiatives to enhance service excellence.
- Implement strategies to reinforce company culture.
- Participate in team meetings to discuss quality and improvement plans.

The ideal candidate for the role of Service Quality Specialist is an experienced professional with a bachelor's degree in Business Administration, Management, or a related field and a minimum of 3-5 years of hands-on experience in customer service or quality assurance roles. They possess a strong analytical mindset and are adept at interpreting and presenting data to drive service quality improvements. Proficient in customer service software and quality monitoring tools, the candidate has a proven track record of developing and conducting effective training sessions and workshops, with excellent communication and interpersonal skills. They bring strong problem-solving abilities and a detail-oriented approach, capable of providing constructive feedback and coaching to customer service representatives. This individual is highly organized, able to manage multiple tasks efficiently, and works collaboratively with cross-functional teams. Their deep understanding of industry best practices in service quality management is complemented by proficiency in Microsoft Office Suite and familiarity with audit processes and methodologies. Exhibiting a high degree of professionalism, integrity, and a customer-centric mindset, they thrive in high-pressure environments and are committed to continuous improvement and innovation. With strong leadership skills, adaptability, and a proactive attitude, the ideal candidate is technologically savvy, dedicated to excellence, and skilled in strategic thinking, making them perfectly suited to enhance and uphold service quality standards within the company.

- Monitor and evaluate customer service interactions to ensure adherence to company standards and procedures.
- Analyze service quality metrics and compile reports to identify trends and areas for improvement.
- Conduct regular feedback sessions with customer service representatives to provide guidance and support for performance enhancement.
- Develop and update quality assurance policies, procedures, and training materials.
- Coordinate and facilitate training sessions and workshops to improve service quality and operational efficiency.
- Investigate and resolve customer complaints and escalations to ensure satisfactory outcomes.
- Collaborate with department heads and management to develop strategies for service improvement.
- Perform regular audits of service processes and suggest revisions as necessary.
- Utilize customer feedback and surveys to identify opportunities for enhancing the customer experience.
- Maintain detailed records of quality assessments, feedback, and corrective actions taken.
- Work with the technology team to ensure customer service platforms are optimized for quality performance.
- Stay updated with industry trends and best practices in service quality management.
- Design and implement initiatives to enhance service excellence and reinforce company culture.
- Participate in team meetings to discuss quality scores, improvement plans, and training requirements.

- Exceptional analytical and problem-solving skills
- Strong attention to detail and accuracy
- Excellent verbal and written communication skills
- Ability to provide constructive feedback and coaching
- High level of professionalism and integrity
- Ability to work under pressure and meet deadlines
- Proactive and self-motivated attitude
- Strong adaptability and flexibility
- Collaborative team player
- Ability to handle difficult situations with patience and tact
- Customer-centric mindset
- Strong leadership and mentoring capabilities
- Continuous improvement orientation
- Innovative and creative thinking
- Technologically savvy
- Strong organizational and time management skills
- Ability to maintain confidentiality
- Dedication to excellence and quality
- Strategic and critical thinking skills

- Competitive salary range of $60,000 - $80,000 annually
- Comprehensive health, dental, and vision insurance
- Flexible working hours and remote work options
- Generous paid time off (PTO) and holidays
- Employee assistance program (EAP) for mental health and well-being
- 401(k) retirement savings plan with company match
- Professional development and continuous learning opportunities
- Tuition reimbursement program
- Career advancement pathways within the company
- Performance-based bonuses and incentives
- Wellness programs and gym membership discounts
- Employee recognition and reward programs
- Collaborative and supportive work environment
- Parental leave and family support benefits
- Company-sponsored social events and team-building activities
- Comprehensive onboarding and training programs
- Access to industry conferences and seminars
- Life and disability insurance
- Employee discounts on company products and services