Personnel quality control specialist in EAPB, TOV, FK

Our wishes for the candidate:

• Education: Higher education in management, communications, business or related industries.
• Work experience: From 2 years of work experience in a contact center or in the field of quality control.
• Knowledge of languages: Fluency in the Ukrainian language.
• Communication skills: High level of communication skills, the ability to express one's thoughts clearly and constructively.
• Analysis and assessment:< /strong> Analytical thinking skills and the ability to evaluate the quality of service according to various criteria.
• Technical skills:            Confident PC user and experience with CRM systems and other software and tools for analysis and monitoring of call quality. 
• Attention to detail: High attention to detail and ability to notice small flaws in the work of operators.
• Ability to work under pressure: Ability to work effectively under deadlines and stressful situations.
• Initiative: Proactive in identifying problems and proposing solutions.

Desired skills:

• Knowledge of quality standards: Knowledge of industry standards and best practices in customer service.
• Training skills: Experience in training and staff training.

Personal qualities:

• Organization : Ability to effectively plan your time and tasks.
• Enjoyable character: Ability to work in a team and maintain a positive atmosphere.
• Adaptability : Readiness for changes and the ability to quickly adapt to new conditions and technologies.

Functional duties:

• Conversation monitoring: Conducting regular monitoring of operator calls to assess the quality of customer service.
• Data analysis: Analysis and assessment of customer conversations for compliance with corporate quality standards , conversation scripts, legal requirements, ethical norms. 
• Feedback: Providing constructive feedback to operators to improve their skills and performance.
• Complaint handling: Analysis of the validity of complaints from customers and their representatives regarding the quality of service and the operators' compliance with the norms of ethical behavior.
• Reporting: Preparation of reports and recommendations to improve the quality of customer service.
< li>Training and development: Participation in the development of training programs and training of operators.
• Development of standards: Participation in the development and improvement of service standards and scenarios for operators.

The company offers:

• official employment and social guarantees;
• competitive level of official wages and timely payment;
• work with the possibility of developing professional qualities and comfortable working conditions;
• full time in the office Mon-Fri from 9:00 a.m. to 6:00 p.m.;
• territorial location: Brovary, str. . Lisova 2 (next to the Terminal shopping center).