Position: Head of Quality Control (call center / not IT)
Company: AFF1
Category: Sales
Experience required: 2y
English level: fluent
Published: 2023-08-01T00:00:00+03:00

We are looking for a highly qualified and experienced Head of QA to lead our quality assurance department within our call center. Your mission is to establish, enhance, and maintain quality assurance operations, ensuring the highest level of customer experience and efficiency.

Requirements:

- A minimum of 2 years of practical experience working in QA within a call center or a related field;
- English level C1-C2;
- Deep understanding of QA principles and methods, as well as experience in implementing and refining QA processes;
- Analytical acumen: the ability to analyze data, identify trends, and translate insights into concrete strategies for quality improvement;
- Experience with tools and software for QA, with the capability to optimize quality assessment, reporting, and process enhancement;
- Familiarity with QA software, with the ability to enhance assessment, track performance metrics, and generate informative reports;
- Attention to detail: precision and accuracy in all aspects of quality assessment and improvement;
- Effective teamwork: ability to collaborate within a team environment, fostering open communication, teamwork, and shared objectives;
- Documented experience in developing and successfully implementing new processes and tools within the context of QA.

Responsibilities:

- Develop effective QA strategies for our (new) call centers, as well as continuously improve existing processes;
- Ensure adherence to quality standards across all aspects of call center operations, including communication, customer service, and issue resolution;
- Monitor performance metrics, analyze trends, and process data to make strategic decisions for quality enhancement;
- Develop and implement new processes and tools to improve the efficiency and effectiveness of QA;
- Build, lead, and manage the QA team, including recruiting new team members and fostering their professional development.

We offer:

- Self-determined and flexible work schedule (5 days a week, from 9-11 a.m. to 6-8 p.m.).
- Remote work.
- Competitive compensation based on experience.
- Paid annual vacation and sick leave.