Position: Quality Grading Specialist (Polish Speaking)
Company: TechStudiio
Category: Support
Experience required: 1y
English level: intermediate
Published: 2022-08-01T00:00:00+03:00

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, tests, standards etc).

Conduct surveys aimed at improving the quality of service and customer satisfaction.

Work with CRM-system.