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Zones LLC
,
London, Greater London
Microsoft O365 Premier Quality Assurance Analyst
Overview
Job Description
Microsoft O365 Premier Quality Assurance Analyst Information Technology London, United Kingdom Apply Description Position OverviewAs a Microsoft Premier Quality Assurance Analyst, you be responsible for being a part of a team of 10-12 Agents with the purpose of ensuring the Agent provides a superior customer experience at each touch point. Key Responsibilities The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Premier Quality Assurance Analyst is primarily responsible for: + Listening to customer calls and providing feedback to Ambassadors + Active Listening to calls with Agents to provide real-time feedback and course correction + Reviewing of emails with Agents to ensure proper messaging, grammar, spelling, etc. + Feedback into Review Process + Coaching, in conjunction with Team Leads, on how to improve quality interactions We are seeking candidates with the following qualifications and skills: MANDATORY: + Preferably 1-3 years of performing quality control in a call / contact center environment + Strong Communication skills, both written and spoken + Ability to work in a fast-paced environment + Ability to manage one's own work and team's work + Passionate about delivering the ultimate customer experience + Demonstrated professionalism in resolving customer issues + Success at working in a team environment where a customer obsessive culture is paramount + Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions + Demonstrated ability to think on your feet and take a methodical approach to troubleshooting. + Commitment to meet and exceed individual and team KPIs + Excellent written and verbal communication skills + Understanding of Office 365 Suite and environment DESIRED: + Deep O365 Technical Experience + Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.) + Experience with Microsoft Windows operating system environment + Concepts of Networking Fundamentals As a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernisation, Network Optimisation, Data Centre Transformation, and Security Fortification. While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. Zones offers a comprehensive Benefits package While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!