з/п не указана
Москва
От 1 года до 3 лет
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 update SOP, 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.
