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Associate CC Quality Analyst

Community: Technology
Location: Bogota, Colombia
Date Posted: May 27, 2021
Remote:
Travel Requirements: None

Job Description

Description

Associate CC Quality Analyst

Bogota, Colombia

 

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

 

The Opportunity:

We’re looking for a Client Support Quality Analyst to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.   

 

For more information about Blackboard Inc. and our career opportunities, please visit www.blackboard.com. 

 

As Client Support Quality Analyst, you will be dedicated to the Blackboard Client Support program and be responsible for supporting the delivery of all product, service, and systems support through quality monitoring and defect analysis. Client Support Specialists and leadership will utilize your insight and observations in all these areas to enhance the production floor’s goals. You will work in a multi-tasking, team-oriented environment to deliver measurable and quantitative results.

 

Specific responsibilities will include:

  • Observing and monitoring adherence to support processes via all channels of client communication
  • Conducting additional client follow up to capture a more thorough understanding of the client perception of support
  • Providing guidance to Support team on identified problem areas in supporting our products/services
  • Coordinating work activities with supervisors to achieve metrics required to meet program quality objectives
  • Conducting deep dives to identify root causes of failures for QA, CSAT, and Solution Accuracy
  • Recommending strategies for improvement by identifying areas of weakness in product knowledge, process knowledge, or other relevant areas; Identifying coaching opportunities
  • Continually updating and refining monitoring forms to reflect changes in process and product
  • Identifying opportunities for knowledge documentation as they appear during monitoring

 

The Candidate:

Required skills/qualifications:

  • Bachelor's degree in computer science, management information systems, or another related field
  • Experience in a client-facing call center, help desk, or technical support environment or equivalent consulting experience
  • Experience monitoring and documenting established processes for failures
  • Demonstrated ability to utilize analytical skills, quality assurance, and performance improvement techniques and methodologies
  • Strong oral and written communication skills and listening skills, as well as presentation and interpersonal skills
  • Excellent analytical skills
  • Creativity/innovation
  • Ability to work in a fast-paced environment; ability to thrive in a team environment; excellent work ethic
  • Customer-focused excellence in delivery
  • Flexibility and adaptability
  • Ability to think strategically
  • Focus on metrics
  • High standards of work quality
  • Persistence and persuasiveness
  • Fluency in written and spoken English at CEF B2 level or above

 

Preferred skills/qualifications:

  • Understanding of both front and backend process relating to the support of Blackboard

 

To ensure the safety and wellbeing of our employees during the COVID-19 pandemic, Blackboard positions are currently remote (where possible).

 

The Office:
Blackboard has an office located in Bogota, Colombia as a hub for the LAC market.   

·           Located in Capital Towers center in the financial district

·           Excellent and secure area to eat lunch, have a walk, or dine after office hours 

·           Benefits in prepaid medicine

·           Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100

·           Free bike parking for employees and paid bike parking for visitors 

·           Multiple private spaces for virtual and face-to-face meetings

·           Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments 

·           Sodexo card provided for employees

·           Learn more about the Bogota office culture by checking out our Facebook page

 

 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.   

 

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.  

 

 

 

 

 

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