Responsibilities:
1) Monitoring the quality of the negotiation process of the employees of the First Customer Support Line and Telemarketing (listening to calls and checking chats / tickets/e-mails according to the criteria approved by the company); filling out check-lists with DETAILED information, comments and recommendations.
2) Monitoring the quality of the negotiation process of the employees of the other projects (listening to calls and checking chats / tickets/e-mails according to the criteria approved by the company); filling out check-lists with DETAILED information, comments and recommendations.
3) Providing calibration sessions (collecting chats and calls for calibration, translation of chats/calls, helping to senior QC manager in organization of the meeting, taking active part on the meeting: discussing, suggesting future steps);
4) Providing employees with feedback on their mistakes and recommendations for correction in group and individual formats (meetings in skype / google meet / telegram), messages in instant messengers are allowed for regular monitoring;
5) Independent analysis of the results of the quality of the work of operators, identification of growth areas (negotiations, technical issues, processes, etc.) and the proposal of tools to correct the situation to the senior quality control manager;
6) Creating and filling out reports (in Google docs/Excel/other applications and software), providing the group/supervisor/senior quality control manager/other participant involved in the process with the results of the report and their own conclusions and recommendations for improvement;
7) Participation in the development of scripts / instructions / regulations, their translation into native languages;
8) Preparation of proposals for improving the work of the First Customer Support Line / VIP Line / MBC by changing the negotiation process;
9) Achievement of normative indicators for the number of verified chats/calls/tickets set at the beginning of each month;
10) Fulfillment of other instructions of the head (related to the quality control process and improving the quality of negotiations).
Conditions:
- Fully remote work
- Schedule 5/2, 9:00-18:00 (МСК)
- Salary: negotiable (500$ + )
