Quality Control Specialist (with the knowledge of Turkish language)

27 Сентября

Партнерские Вакансии

Компания "Контакт Перфоманс"

Tasks

1) Quality control of the negotiation process of the First Line Support employees (listening to calls and checking chats/tickets/emails according to the criteria approved by the company); filling out checklists with DETAILED information, comments and recommendations.
2) Conducting calibration sessions (collecting chats and calls for calibration, translating chats/calls, assisting the senior quality control manager in organizing a meeting, actively participating in the meeting: discussion, offering recommendations on current issues);
3) Providing employees with feedback on their mistakes and recommendations for correction in group and individual formats (meetings in Skype/Google Meet/TG), messages in messengers are allowed for regular monitoring;
4) Independent analysis of the results of the quality of the operators' work, identifying growth areas (negotiations, technical issues, processes, etc.) and offering tools to correct the situation to the senior quality control manager;
5) Creating and filling out reports (in Google docs/Excel/other applications and software), providing the group/supervisor/senior quality control manager/other participant involved in the process with the results of the report and their own conclusions and recommendations for improvement;
6) Participating in the development of scripts/instructions/regulations, translating them into native languages;
7) Preparing proposals to improve the work of the First Line of Support by changing the negotiation process;
8) Fulfilling standard indicators for the number of checked chats/calls/tickets set at the beginning of each month;
9) Carrying out other instructions from the manager (related to the quality control process and improving the quality of negotiations)

Requirements:

knowledge of Turkish and Russian/English at level C1 and above
basic knowledge of MS Office + Google documents and tables
experience working in contact centers as an operator, team leader, QC employee is desirable