As a Quality Assurance Specialist, you will be responsible with the following:
- Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
- Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
- Highlight trends and red flags to the business for better improvements
- Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
- Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
Requirements:
- Languages: Polish, Russian OR , Hungarian + German, Czech, Arabic + French.
- Minimum of 2 years’ experience in a sales or call center environment with Quality Assurance experience
- Excellent interpersonal and communication skills
- Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
- Ability to work in a fast-paced environment. - Strong attention to detail, ability to identify explicit and implicit signals, which may translate opportunities for our agents.
- Coaching experience is a plus.
- Experience in the advertising industry is a plus
- Proactively monitors backlog of orders / requests using different tools & reports, working to avoid escalations
We offer:
- Fantastic opportunity to work and develop your career in one of the leading international outsourcing companies in a unique and fast-paced working environment.
- Access to a variety of benefits
- Personal and professional development through a variety of training programs (hard/soft skills) .
- Attractive compensation package
If you would like to hear more about this role, please contact me at [email protected] or If you know someone that would be interested, please feel free to pass my contact detail.