Quality Assurance Lead

6 dni temu


Warszawa, Mazovia, Polska transcosmos (TCIS) Pełny etat

Job Description:

We are seeking a Quality Assurance Specialist to join our team at transcosmos (TCIS). As a key member of our contact centre, you will be responsible for ensuring the highest standards of quality in customer service interactions.

Responsibilities:

  • Verify call/chat/email handling results by measuring skills in scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Provide coaching, training, and development to contact centre agents.
  • Analyze quality and performance trends to provide recommendations for improvement.
  • Oversee quality assurance including contact monitoring, evaluation, and calibration scoring.
  • Ensure team awareness of all processes, procedures, and technical documentation relevant to the department.

Requirements:

  • Excellent written and verbal communication skills.
  • Good understanding of systems actively used by the service.
  • Ability to apply creativity to solutions.
  • Good attention to detail - viewing situations from multiple perspectives.

Qualifications:

  • At least a high school diploma or equivalent; college level preferred.
  • Previous experience in BPO and customer service and/or technical account.
  • Proven track record demonstrating the skills and qualities outlined in this document.

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