Smart Solutions
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50000, Казахстан, Алмалинский район, Алматы, Панфилова 98, оф. 710
Телефон: +7 (727) 344-33-74
Почта: info@smarthr.kz

Senior Quality Specialist EMEA

Responsibilities:

  • Be responsible for all aspects of the management, training and ongoing relationship with the provider in respect to Quality Monitoring
  • Ensure the LiveOps Quality Assurance process is adhered to within the market delivering a high level of weekly Quality reports based on data and standards
  • Share regular performance insights, ensuring accuracy of data and context so as to provide actionable insights
  • Develop and implement action plans ensuring continuous improvement within the provider
  • Work across functional lines within LiveOps to recommend and implement appropriate initiatives that drive measurable improvement in agent performance
  • Drive and monitor Coaching standards within the provider, measuring effectiveness and providing Stakeholder feedback that results in continuous improvement
  • Participate in regular Business Reviews and cross functional initiatives
  • Be responsible for requirement gathering in respect to the design of bespoke Quality monitoring forms, standards and CRM content

Requirements:

  • local language and fluent English speaker, both written and spoken
  • Minimum of 2 years of experience performing Quality tasks in a call center environment, ideally developing and implementing QA programs
  • Experience with QA current software, tools and methodologies with call center quality assurance practices preferred
  • Prior experience coordinating or managing projects and/or acting as an agent of change in a corporate or similar environment
  • Proven ability achieving and maintaining departmental quality standards
  • Proven experience of managing a provider and/or a client relationship Strong knowledge of customer care processes and techniques
  • Bachelor's degree or equivalent experience in related industry
  • Proficiency in Word, Excel and PowerPoint and their Google online equivalents for presentations and reports