Quality Assurance Specialist

4 tygodni temu

Warszawa, Mazovia, Polska transcosmos Pełny etat

Job Summary

As a Quality Assurance Specialist at transcosmos, you will play a crucial role in ensuring the highest standards of quality in our contact centre operations. This includes providing coaching, training, and development to contact centre agents, analysing quality and performance trends, and overseeing quality assurance processes.

Key Responsibilities

  • Provide coaching, training, and development to contact centre agents to enhance their skills and performance.
  • Analyse quality and performance trends to identify areas for improvement and provide recommendations to management.
  • Oversee quality assurance processes, including contact monitoring, evaluation, and calibration scoring.
  • Provide feedback to management on quality and performance trends.
  • Ensure team awareness of all processes, procedures, and technical documentation relevant to the department.

Requirements

To succeed in this role, you will need:

  • Excellent written and verbal communication skills.
  • A good understanding of the system actively used by the service.
  • The ability to apply creativity to solutions.
  • Good attention to detail and the ability to view situations from multiple perspectives.

Technical Requirements

  • Good knowledge of Microsoft Office products.

Behavioral Requirements

  • Working collaboratively with the team.
  • Accountability for quality and performance.
  • Adaptability in a fast-paced environment.
  • Initiative and proactivity in identifying areas for improvement.
  • Planning and organising skills to ensure effective quality assurance processes.

Qualifications

To be considered for this role, you will need:

  • At least a high school diploma or equivalent, with a college-level education preferred.
  • Previous experience in BPO and customer service, with a proven track record of demonstrating the skills and qualities outlined in this document.

Languages

Good communication skills in English, with the ability to communicate professionally and confidently at all levels.

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