Position: Quality Assurance Auditor for English desk
Company: Helpware
Category: Other
Experience required: no_exp
English level: upper
Published: 2020-07-01T00:00:00+03:00

**Specific Responsibilities:**

 - Transaction Monitoring. Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met.
Incident Reports. Issues Incident Reports to the Team Leaders for red flag 
 - CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
 - Generating and Maintaining Quality Assurance Reports. Updates Quality Assurance reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data. Maintains the files for updated and accurate reporting of Quality Assurance data.
 - Customer Satisfaction Data Scrubbing. Reviews and analyzes data on Customer Satisfaction results and highlights areas for improving customer experience and/or overall quality assurance.
 - Quality Assurance Orientations. If requested, conducts orientations to new hires and CSRs returning from extended leave regarding the QA Team and the account's transaction monitoring guidelines.
 - Calibration. Calibrates with internal groups such as Trainers, Team Leaders, CE Leads, as well as external counterparts. Monitors call that are randomly selected per calibration meeting to ensure that customer experience and/or overall quality assurance expectations are adhered to.
 - Others. Performs tasks assigned by the immediate supervisor for the accomplishment of the account's quality objectives.

**Skills Required:**

 - Bachelor's Degree in Engineering / Statistics / Information Technology / Management or other relevant fields
 - 6 months of working experience in a call center, customer service, or quality control field with impeccable performance. If external must be QA level or similar role in a different industry.
 - Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)
Analytical skills.
 - Problem-solving and decision-making skills.
 - Excellent oral and written communication skills.
 - Adaptive to changing work schedules.
 - Active listening skills.
 - Operates with minimal supervision.
 - Multi-tasking skills.

**We Offer:**

 - Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
 - Competitive compensation linked to UAH/USD rate;
 - Medical and Life insurance after the trial period;
 - English classes with a native speaker;
 - Schedule 11:00 - 20:00 Kyiv Time
 - Corporate training and parties.