Position: Customer Support Quality Assurance Specialist
Company: WOW24-7
Experience required: 1y
Category: Support
English level: fluent
Published: 2020-11-01T00:00:00+02:00

Hard Skills:
- 1+ year of experience in customer support 
- Understating of B2B/B2C customer support process 
- Advanced or higher level of English 
 
Soft skills:
- High level of Analytical skills 
- Energetic, flexible and proactive 
- Problem Solving 
- Critical Thinking
 
Responsibilities:
- Takes a proactive Part in Creating and/or Preparing a quality assurance system. 
- At Least 10% of the workload should be evaluated (the number may vary due to the overall Load and Quality Assurance System requirements). 
- Provides agents with the feedbacks (written and verbal) on a matter of improvements that can be made and the overall results of the evaluation. 
- Is responsible to keep and fill the Quality Assurance documentation in the agreed format and ready for reporting. 
- Provides Wow24-7 management with Weekly and Monthly reports on the overall Quality state and detailed reports on issues if there were some. 
- Continuously improving the Quality Assurance System making it most appropriate to the Clients' needs and new challenges that may arise. 
- Prepares Monthly newsletters for the Wow24-7 support team with mistakes that are met most often and with Best practices we would like to promote among all agents. 
- Conducts Quality meetups with the Support Team to discuss the most relative aspects of service quality. 
- Prepares and Hosts Quality Assurance training for agents to adjust overall quality. 

What we offer:
- Large, modern office in a business center
- Comfortable and open working space
- A young, friendly team
- Paid sick leaves and vacation (18 working days)
- Delicious coffee and tea, fruit and cookies for snack