Support Quality Specialist

Компания "Adecco Russia"

Online Support Quality Specialist

A large international company requires Online Support Quality Specialist

Responsibilities:

• Quality control, monitoring of outsourcing agents performance to maintain a high level of customer service;
• Trainings for outsourcing staff;
• Create and updаtеSOP, training materials, knowledge base for agents, scripts improvement;
• Effective interaction with other departments and 3rd parties to achieve common goals;
• KPI analysis (NPS, FCR, TAT, etc.);
• Regular reports for other departments and management;
• Find ways to improve quality metrics;
• Participate in projects to increase customer satisfaction;
• Other duties as assigned.

Requirements:

• Higher education;
• Over 1 year of experience in a contact center in a similar position;
• Experience and strong mindset for customer service;
• Knowledge of assessing quality principles (KPI);
• Strong ability to report by using Word, Power Point;
• Data analysis with Excel;
• English – beginner (email correspondence with translator).

Conditions:

• Salary + bonus;
• Full day;
• Location: Barrikadnaya metro station;
• Personal medical insurance, mobile compensation, lunch, bonuses.

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