Quality Control Lead in Uniwell

Hello! 

Uniwell is an international service company that provides Customer Care services to users from more than 100 countries in the field of Health&Fitness. 

We are looking for a Quality Control Lead who will help form high quality standards, working not only with support but also with billing. The main thing in this role is to take the QC department to the next level by analyzing our current work and implementing our ideas into a new process.

Your supervisor will be Daria — Head of Support. She is an expert with over 8 years of experience in customer service. Darya appreciates leaders who know how to manage a team, build trusting communication and support the team through empathy and emotional intelligence.

Your area of ​​responsibility:

• Building a professional team QC managers who are able to independently analyze the work of agents and implement effective solutions
• Development and implementation of quality standards that ensure a stable high level of service
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• Assessment of agent performance by viewing sample communications with customers
• Support and improvement of KPIs through the analysis of indicators and implementation of new strategies
• Identification of problem areas and implementation of measures to improve efficiency
< li style="font-style: normal; font-weight: 400">Organizing the onboarding of new QC managers, including familiarization with processes, standards and KPIs

For this you will need:

• Experience of managing teams in the field of quality control from 1 year
• Understanding service standards and key KPIs
• Successful experience in implementing new assessment methods, training programs or quality standards
• Skills in analyzing data, creating reports and proposing effective solutions

We offer:

• Work schedule 5/2 so you can balance work and personal life
• Remote work format from anywhere in the world
• Paid vacation and sick days for recovery
• Health & Fitness products that helpmillions of people.
• Health insurance for your safety and peace of mind
• Opportunity to implement your ideas to improve the service

Recruitment process: interview with the recruiter — technical interview — test task — final interview.

If you want improve people's lives with us, Uniwell is your place! Send your CV and take the first step towards a career that matters!