Quality Specialist/Call Monitoring

2000 - 3000 BGN (net)

Лого на Cross Source LTD

Cross Source LTD

Responsibilities

We are looking for: Quality Specialist / Calls monitoring.

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 English – 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.
• 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.

Required skills

Quality Assurance
English