.. giving presentations, and maintaining customer relationships. Reach out to potential leads through different channels: email, phone, text, and social media. Negotiate with leads and use persuasion techniques to overcome objections and land deals that are beneficial to the company, while also providing .. read more
One of Upwork's largest clients, an American multinational technology company, is in search of a Spanish Speaking M365 Quality Assurance Specialist with strong communication skills and knowledge on M365 technologies. As a Quality Assurance Specialist , you will play a pivotal role in assessing, monitoring, and enhancing the quality of support services provided to clients. Your responsibilities will include conducting thorough reviews of support cases, analyzing performance metrics, identifying areas for improvement, and implementing quality enhancement initiatives. You will collaborate closely with cross-functional teams to drive process improvements and ensure alignment with organizational goals and objectives. You should have excellent native or bilingual English and Spanish speaking, listening and chat skills in order to communicate with customers and should be available immediately. Responsibilities: Quality Assessment: Conduct comprehensive reviews of support cases related to M365 products and services. Evaluate adherence to established support procedures, SLAs, and quality standards. Identify opportunities for process optimization and quality enhancement. Compliance Monitoring: Ensure compliance with regulatory requirements and internal policies in resolving M365 support issues with a product-led-growth mindset Monitor and enforce adherence to security protocols and data protection measures. Performance Analysis: Analyze key performance indicators (KPIs) related to support case handling, including response times, resolution rates, and great customer outcomes. Identify trends, patterns, and areas for improvement through data-driven insights. Root Cause Analysis: Investigate root causes of support case escalations, customer dissatisfaction, and recurring issues. Collaborate with relevant teams to implement corrective actions and prevent recurrence. Process Improvement: Develop and implement strategies to streamline M365 support processes and enhance operational efficiency. Identify opportunities for automation and optimization of repetitive tasks. Training and Development: Provide feedback, coaching, and training to support agents on best practices, troubleshooting techniques, and customer communication skills and different strategies on how to capture customer insights. Foster a culture of continuous learning and professional development within the support team. Documentation and Reporting: Maintain accurate documentation of quality assessment findings, improvement initiatives, and outcomes. Generate regular reports to management highlighting performance metrics, trends, and improvement recommendations and how to improve in gathering inisghts Stakeholder Collaboration: Collaborate with cross-functional teams, including technical support, customer service, product development, and IT operations, to address quality issues and drive continuous improvement. Serve as a subject matter expert and liaison between different departments to ensure alignment of quality objectives. Qualifications: Strong command of the English and Spanish languages Bachelor's degree in Information Technology, Computer Science, or related field. Proven experience in a quality assurance or quality control role, preferably in a technical support environment. Strong familiarity with Microsoft 365 suite products and services, including Office applications, SharePoint, Teams, Exchange Online, etc. Excellent analytical and problem-solving skills, with the ability to identify patterns and root causes of quality issues. Proficiency in data analysis and reporting tools, such as Microsoft Excel, Power BI, or similar. Effective communication and interpersonal skills, with the ability to collaborate across teams and influence stakeholders at all levels. Detail-oriented mindset with a passion for delivering exceptional customer experiences. Device Requirements: Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools. Preferred: Dedicated laptop or PC for this project with no additional work or personal software installed OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project OR have an additional USER profile dedicated only for this project, with no other software running Windows 10 Pro (latest updates installed) Minimum of 8 GB Ram (16 is recommended) Core i3 processor (i5 is recommended) Minimum of 256GB Hard disk (256 SSD is recommended) Ethernet connection required For security requirements, freelancers will not connect to the provided systems and tools using WiFi A minimum of 25 Mbps download speed & 10 Mbps upload speed No 3rd-party antivirus software installed Media devices that are Teams compliant Microphone/headset with background noise canceling (not a phone headset) Webcam, preferably compatible with Windows Hello Technology Additional Information If you are selected to move forward you will need to complete the following steps with our onboarding team: Background check and authorization Identity check and location check Live hardware check confirming the technical specifications required for the role Payroll vendor documentation All your information will be kept confidential according to EEO guidelines. Why Choose Us? We value diligence and teamwork Collaborate with subject matter experts and the team to ensure timely and effective case resolution Be a part of innovation and customer satisfaction to various large organizations Offers a unique opportunity to contribute to the continuous improvement of M365 support services and make a meaningful impact on customer satisfaction. If you are a detail-oriented individual with a passion for quality and innovation, we invite you to join our team and be part of our journey to excellence in M365 support. Apply now to take the next step in your career!