Quality Control Specialist

We are looking for a Quality Control Specialist to join our team.

Goal of the position: to increase customer support communicating quality through evaluating data on team / individual performance, CSAT, NPS and other sources of customer’s feedback to improve user’s experience and raise their satisfaction with the support.

Requirements: 

• Have QC experience in contact center for 1 year;
• Be able & willing to quickly learn and adjust to the service, user, support, and current quality management standards;
• Attention to details is a must;
• Ability to provide feedback in a format: appreciation + evaluation + coaching; 
• Have own vision of perfect service and user’s experience; 
• Think outside the box and be ready to face challenges; 
• Be responsible, action-oriented, ready to experiment and adjust;
• Be initiative and proactive;

Responsibilities:

• Perform/organize systematic quality check of all support team to maintain high qualification level and high individual performance of each employee; 
• Organize and conduct 1 on 1 after evaluation & coaching sessions; 
• Provide agents with on spot feedback on their performance;
• Cooperate with support trainers to educate the agent after performance evaluation for good;
• Organize and conduct pop-up quizzes for support team to test their awareness on updates;
• Organize and conduct meetings with newcomers to present the standards of quality and expectations;
• Report in bugs and initiate improvements, forward clients’ improvements suggestions to PM;
• Help to develop and participate in support trainings;
• Participate in support hiring & firing processes;

Additional conditions and specifics: 

• Regular full-time schedule: working hours from 8.00-11.00 to 16.00-19.00;
• Ability to improve or develop management skills;
• Open-minded & supportive management;
• Professional and friendly team;

In return we offer:

• Challenge to search, attract and build relationships with candidates in global market;
• Good opportunities for professional growth (personal development plans, regular feedback on results, external professional courses);
• Inspiring atmosphere (dynamic product company, ability to see tangible results of your efforts on a weekly basis);
• Process ownership you are responsible for;
• Competitive remuneration and transparent bonus system;
• Opportunity to work remotely;
• 100% Health Insurance coverage after successful trial period;
• Annual vacation: 18 working days.