Апойнт Партнърс
5 - 10 служителя Apply
Quality Control Specialist Call Center

Quality Control Specialist Call Center

Sofia full-time

About us

Guaranteed confidentiality of all applications. Only shortlisted candidates will be contacted.

A-point Partners has License № 2493 valid from 29.03.2018


Main responsibilities and duties:
· Perform day-to-day monitoring of conversations and reflected actions in internal software and monitor the performance of qualitative and quantitative indicators in the agents' work
· Controls direct phone contact with customers to verify information submitted by the Call center Agents
· Audit and Evaluate call quality using a detailed scorecard
· Keep and store training records for each training course
· Prepares weekly reports related to qualitative and quantitative indicators and provides feedback to the "Debt Collection Manager" by communicating them in advance with the Call center team leaders
· Holds weekly meetings with team leaders and managers on the quality of telephone conversations
· Works on company projects with international exposure
· Performs other current tasks that are assigned to him by the direct manager and are related to his activities
· Participates actively in the training programs run by the Company.

Requirements and necessary skills

· Education - Bachelor’s in any Degree
· Excellent command of MS Office tools (especially MS Excel)
· Fluent in English is a MUST
· Willingness to travel abroad
· Experience in debt collection or debt purchasing company, or equivalent combination of professional experience will be considered as an advantage.

Skills & Competencies:
· Excellent communication skills
· Strong analytical, reporting and presentation skills
· Superior organization and prioritization skills
· Ability to delegate and monitor tasks to subordinates.

We offer

· A great opportunity to become part of our team of people with a high-level experience in the field
· Competitive salary and social benefits package – food vouchers, additional health insurance, additional paid days
·Team events and social activities
· Friendly, stimulating work environment that promotes teamwork, and the opportunity to progress personally and professionally
· You will undertake challenging and interesting projects
· Higher vocational qualification training.