QA Specialist, Customer Care

The multinational Global Customer Care Team is the first point of contact for Criteo Customers; our goal is to provide excellent customer support to all incoming client requests using email or live chat. We excel at collaboration, communication, and teamwork, as they are key to solving our client s requests.

We have an interest in learning and solving technical issues to help clients run a desired advertising campaign while enabling Criteo clients to navigate through and use our Advertising Platform by sharing the right instructions.

As a Customer Care QA Specialist, you will ensure that requests and chats managed by Customer Care Specialists are accurately executed in line with established processes and guidelines. Utilizing your expertise with Criteos internal tools, you will employ checklists to ensure thoroughness and aim for zero errors. Additionally, you will have the opportunity to implement your process improvement ideas.

This role is based at Gurgaon, India. You will work in rotational shifts to support the EMEA and US regions, including night shifts as needed.

• Use internal tools and other available systems to Quality Assess the requests chats handled by the C ustomer C are T eam .

• Identify improvement areas , training needs, and incorrect practices to guarantee a 0% error rate and coordinate pieces of training with the necessary teams.

• Follow changes and updates to product s or processes and quickly adapt to them.

• Demonstrate strong expertise and knowledge of Customer Care Specialist practices across different regions .

• Discover opportunities for increased automation and operational efficiency .

• Work closely with different teams wherever applicable, like Technical, Sales, Finance, etc. to bring efficiency to the current process es .

• Over 3 years of demonstrated experience in Customer service and environment , including at least 1 year in QA with client-facing responsibilities.

• Client centricity - the ability to understand and analyze customers needs.

• Strong attention to detail and highly focused processes .

• Strong communication and interpersonal skills .

• Experience working directly with 3rd Party rich media vendors such as DoubleClick, Sizmek, Email /Chat support, and Flashtalking .

• Proficiency in MS O ffice Suite.

• Basic knowledge of HTML, Flash , and JavaScript (Not requirement but an added advantage).

• Understanding of the current digital advertising offerings and products.