Position: Customer Service Quality Specialist
Company: Techstudio
Category: Other
Experience required: 1y
English level: upper

The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

Participates in customer listening programs to identify customer needs and expectations.

Monitor the effectiveness and quality of incoming calls, emails and other ways of contact.

Determine weaknesses in performance and establish solutions to improve.

Ensure compliance with the company's quality systems.

Identify process improvement opportunities.

Generate and maintain feedback and coaching documentation./Provides feedback to call center team leaders and managers.

Offer daily/weekly feedback via verbal & written communication.

Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the call center.

Provide analytical work, the provision of statistical reporting (formulas, tables, graphics, charts).

Develop a training plan and conduct staff training.

Develop and implement materials necessary for the work (checklists, scripts, guidelines, instructions, etc).

Conduct surveys aimed at improving the quality of service and customer satisfaction.

Work with CRM-system.

Qualifications
2 years of call center customer care experience, preferably in a technical environment. 

Strong attention to detail, exceptional listening, and analytical skills.

Excellent communication skills both written and verbal required.

Excellent organizational skills and ability to handle multiple tasks under deadlines. 

Strong knowledge of customer care processes and techniques. 

Demonstrated ability to work well in a team environment. 

Ability to work and complete projects without supervision, self-motivated.

Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.

Ability to effectively train staff (call center agents, sales representatives, store agents)

! Knowledge of Polish and English languages (speaking and writing)!