Quality Specialist / Calls monitoring with Russian
длъжност на пълно работно време

Quality Specialist / Calls monitoring with Russian

София длъжност на пълно работно време

Описание на позицията

We are looking for a person with fluent Russian, previous experience as Quality specialist in Forex.
Candidates with background experience more than one year would be considered with higher priority.

Your Duties:
- Monitor the quality and performance of our call center representatives and all communications channels.
- Review and score collector calls to ensure compliance with office policy.
- Perform quality review to ensure a high level of customer service.
- Investigate and resolve complex call center quality issues.
- Provide feedback on calls to management team.
- Perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service.
- Provide feedback on quality review to call center employees and management.
- Identify and monitor trends and quality risks and serve as a resource regarding quality concerns or issues.
- Review various reports to ensure that contact service forms have been resolved timely and accurately.
- Participate in continuous quality improvement initiatives.
- Serve as a resource to staff regarding quality concerns.

The ideal candidate has:
- Previous working experience as QA – Mandatory.
- Excellent Russian – verbal and written, native speaker level.
- Certificate in Quality Assurance is a plus.
- Strong analytical and troubleshooting skills.
- Ability to learn complex software, new technologies and product.
- Documenting quality assurance activities and creating audit reports
- Previous experience and knowledge regarding Certification, Licensing regimes, Data protection, Forex, Equities, CFD’s and other financial products would be considered as a big advantage.
- Proficiency in MS Office, particularly Excel.
- Excellent computer skills.

What we offer:
- Attractive base salary.
- Full time position – 5 days a week.
- Social benefits – Multisport card.
- Additional health insurance.
- Birthday Gifts.
- Paid Vacations, Holidays & Team buildings.
- Special educational program for the first month.
- Weekly sport day (Football) + catering in the office.
- Abroad training for personal development with mutual benefits.
- Opportunities for growth to a higher position in the Company.
- Variety of different food and drinks in the office.

Cross Source LTD - Recruitment Agency (license № 2767 from 21.03.2019)

Информация за контакт

Телефон: 0897 902220