Location: Yerevan, Armenia
Category: Service & Security
Type: Full Time
Deadline: 15-Nov-18 12:00:00 AM
Salary:
Description
Responsibilities
- Conduct weekly/monthly monitorings of service quality
- Verify call center results by measuring skills in use of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
- Handling complaining customer cases
- Conduct daily/weekly/monthly call audits of randomly selected agent calls
- Complete agent evaluation forms in quality recording software platform
- Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through
- Identify opportunities to improve the work processes and environment and works to implement these
- Provides training/orientation of new personnel under the direction of management
- Ensure full-cycle service quality in order to provide high-quality customer service
RequiredQualifications
- Strong analytical, problem solving and decision-making skills
- Fluent in Russian
- Outstanding customer service skills(experience in customer service at least 2 years)
- Must be self-motivator and self-starter
- Superior ability to manage time to meet multiple priorities and deadlines
- Strong working knowledge of Microsoft Office products, required
- Advanced proficiency in Microsoft Excel; experience using pivot tables, preferred
- Familiarity with a variety of quality concepts, practices, and procedures
- Knowledge of call center terminology, applications, and metrics
Benefits
Job URL: iJob.am - Junior Quality Control Specialist @ Globbing LLC
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