Quality Specialist / Calls monitoring

Quality Specialist / Calls monitoring

Sofia full-time

Job Description

We are looking for: Quality Specialist / Calls monitoring.

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

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

What we offer:
Х Attractive base salary.
Х Full time position Ц 5 days a week.
Х Social benefits Ц Multisport card.
Х Birthday Gifts.
Х Paid Vacations, Holidays & Team buildings.
Х Special educational program for the first month.
Х Weekly sport day (Football) + catering in the office.
Х Abroad training for personal development with mutual benefits.
Х Opportunities for growth to a higher position in the Company.
Х Variety of different food and drinks in the office.
Cross Source LTD - Recruitment Agency (license є 2767 from 21.03.2017)

Contact Information

Phone: 0897 902220