Quality Assurance Specialist

4 tygodni temu

Warszawa, Mazovia, Polska transcosmos Pełny etat
Job Title: Quality Assurance Specialist

At transcosmos, we are seeking a highly skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will play a critical role in ensuring the highest level of quality in our contact centre operations.

Key Responsibilities:
  • Provide coaching, training, and development to contact centre agents, working closely with Team Leaders to ensure seamless delivery of services.
  • Analyse quality and performance trends to identify areas for improvement and provide actionable recommendations.
  • Oversee quality assurance processes, including contact monitoring, evaluation, and calibration scoring, to ensure consistency and excellence.
  • Collaborate with management to provide feedback on contact centre performance and participate in help sessions to drive continuous improvement.
  • Ensure team awareness of all processes, procedures, and technical documentation relevant to the department, promoting a culture of excellence and continuous learning.
Requirements:
  • Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly and concisely.
  • Good understanding of the systems and tools used by the contact centre, with the ability to apply creativity to solutions.
  • Strong attention to detail, with the ability to view situations from multiple perspectives and provide thoughtful recommendations.
  • Good knowledge of Microsoft Office products, with the ability to apply technical skills to drive business outcomes.
  • Strong behavioral skills, including working collaboratively, accountability, adaptability, initiative, and planning and organizing.
Qualifications:
  • 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 demonstrating the skills and qualities outlined in this document.
  • Good communication skills, with the ability to communicate professionally and confidently in English at all levels.

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