Quality Assurance Specialist

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Quality Assurance Specialist to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Job Responsibilities

• Assessment and Rating:
• Evaluate agents’ interactions with customers (inbound and outbound calls, e-mail, chat (viber)) to ensure service excellence.
• Rate interactions according to predefined criteria, focusing on communication skills, problem-solving, and adherence to policies.
• Communication and Feedback:
• Provide daily feedback to agents and supervisors regarding their performance.
• Communicate assessment results, highlighting strengths and areas for improvement, to facilitate professional development.
• Reporting:
• Consolidate individual agent scores to create a monthly team report.
• Prepare detailed reports highlighting overall team performance, trends, and areas needing improvement.
• Collaborate with management to devise strategies for continuous improvement based on feedback.
  

• Attention to Detail: Ability to notice subtle aspects of customer interactions, ensuring accuracy and compliance with quality standards.
• Analytical Skills: Capability to analyze customer service calls objectively, identifying both strengths and areas for improvement.
• Coaching Skills: Proficiency in providing constructive guidance and coaching to enhance agent performance.
• Listening Skills: Exceptional ability to actively listen and comprehend customer conversations, recognizing underlying concerns and sentiments.
• Experience: Previous experience in customer service, particularly in call center environments, is preferred.
• Adaptability: Ability to adapt coaching strategies based on individual agent needs and varying customer scenarios.