Senior Quality Specialist /Специалист контроля качества обслуживания

• Категория: Информационные технологии
• Город: Kiev

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

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