Lead of Quality Control (Quality Assurance Team Lead) in King Grup

Welcome toKing Group—a place where the best people in the IT industry meet to do amazing things together. We operate numerous projects in the markets of Ukraine, Europe and the USA, we invest in venture startups, promising ideas and people. 

We are looking for someone to support and develop the quality control team, help us identify areas of improvement and highlight our strengths.

What we offer

• Working hours: from 10 to 19 or from 9 to 18 style="font-weight: 400; font-style: normal; text-decoration: none">The possibility to work 4 days a month remotely after the trial period ends;

• Medical insurance, compensation for sports and lunches;

• Paid sick leave and vacation;

  
  

• A thorough training and adaptation program that will allow you to better understand customers and agents support;

• A team environment where everyone helps each other.

Your responsibilities:

• Ensuring the quality of the support team's interaction with customers by carefully evaluating chats, emails, as well as constantly improving existing KPI systems. Identification of individual and system errors.

• Development and implementation of the call quality assessment process, from the creation of an assessment systemfrom scratch to its implementation in the team.

• A review of existing rules and procedures to ensure compliance with high standards and their improvement.

• Conducting regular training sessions for consistency and accuracy.

quality managers and support agents.

• Participation in coordinating strategies for improving the quality of customer support.

• Preparation of quality indicators and areas in need of improvement.

implementation of new methods of working with customers.

• Working on customer feedback regarding the support team and the product.

What we expect from you:

• Fluent English language skills (level C1)"> 400; text-decoration: none">3+ years of experience in the management of people and processes." style="font-weight: 400; font-style: normal; text-decoration: none">Ability to communicate clearly and effectively with the team and management.

• Attention to detail and the ability to separate meaningful information from large volumes data.

• Reliability, consistency and strong organizational skills.

• Ability to work harmoniously with a team, contributing to overall success.

• Be a “soft control”: fair, humane, with an emphasis on help.
  
  Ready to improve the level of our customer service?  Send your resume, let's get to know each other!