Quality Assurance with Italian and English
4000 - 4200 BGN
(net)
HRS Bulgaria EOOD
On-site
Regular employment
0 - 3 years of experience
Full Time
Sofia, Bulgaria
Responsibilities
- Conduct monthly quality assessments of agent interactions according to the established schedule.
- Deliver prompt, relevant, and potentially sensitive feedback to agents and their respective team leaders.
- Prepare and distribute Quality Assurance reports to all relevant stakeholders.
- Analyze quality data and propose recommendations for training, process enhancements, and quality improvements.
- Attend and contribute to both internal and external client meetings focused on quality processes and improvement initiatives.
- Facilitate and/or oversee monthly calibration sessions with internal teams and clients to ensure alignment on quality standards.
- Enhance agent performance through individualized coaching sessions.
- Track and maintain all quality assurance metrics, and undertake additional quality coaching tasks as required.
Required skills
Communication Skills
Inside Sales
Management
Quality Assurance
Quality Auditing
Quality Control
Sales
English
Italian
Job posted 20 days ago