The role will be responsible for ensuring excellent quality service is delivered to our customers, through accurate call analysis and reporting of performance against quality measures across ROC’s and Vendor sites. The role will also be responsible for ensuring compliance with company systems, processes and procedures. The role will require calibration sessions with other Call Center Quality teams to ensure integrity and commonality of quality monitoring.
The role will be tasked with assisting in implementing quality monitoring program and providing accurate and fair analysis of performance with detailed and balanced feedback. The position holder will need to be committed to performance improvement and to providing recommendations for exceeding customer expectations of all contacts within the Call Center environment.

Key responsibilities
• Daily / weekly review of the agents performance KPI results
• Daily monitoring of customer interactions through use of NICE Interaction Management (NIM) System
• Follow up of any poor performing agents through development discussions with Team Leaders.
• Support the weekly consolidation of the quality calibration session feedback and report to management team.
• Support and ensure documentation / procedures / measurements are kept up to date and meet industry standards.

Key requirements
• Fluent spoken and written English is a must
• Strong Russian skills is mandatory requirement
• Customer service and QA experience is big advantage
• Ability to provide unbiased and accurate feedback in a non-threatening way.
• High degree of problem solving & analytical ability.
• Excellent verbal & written communication with strong customer service ethic.
• Ability work to deadlines and manage priorities.
• High attention to detail
• Team Player
• Strong leadership skills

Anna Savchuk
Professional Recruiter
aworkabroad.com
anna.savchuk@aworkabroad.com
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