Обязанности:
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.Похожие вакансии