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Bilingual Quality and Training Specialist (remote while COVID19)
- Telecommunication, Call Centre, Customer Service Jobs
- Education, Training, Teaching, Science Jobs
Description
- Looking after Customer Support Team for Social Media Platform
Your Daily Responsibilities Will Include
- Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
- Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
- Highlight trends and red flags to the business for better improvements
- Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
- Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
Responsibilities
- Degree or equivalent practical experience
- Minimum of 2 years experience in contact center (call center or tele-sales environment) with Quality Assurance and/or coaching experience
- Excellent interpersonal and communication skills
- Bilingual: Fluent English AND Russian
- Ability to work in Ireland Full time (EU Passport, Stamp 4 or Stamp 1G)
- Ability to work in a fast paced environment
(Working from home due to Covid19 until further notice)
Hard Skills
- Microsoft Office
- Customer relationship manager (CRM)
- Deliverable management
Soft Skills
- Communication
- Adaptability
- Decision maker
We offer
- Opportunity to work in a fast-growing company and in a multinational environment
- Opportunity to grow in the organization and build a successful career path
- Relocation assistance
- Access to a variety of benefits
- Complex salary package