Informacje o stanowisku

Together with our client, a world-known company, we are building a new contact center in Warsaw!

If you have at least one year of experience in monitoring and assessing customer contact methods and you are looking for opportunities to develop your career in a dynamic, international environment, this job offer is for you!

What we expect

• fluency in English
• minimum 1 year previous experience in a similar role
• effective communication skills, both written and verbal
• proficient in Microsoft Office
• ability to multi-task and meet timelines on deliverable
• detail-oriented

Employment agency entry number 47

this job offer is intended for people over 18 years of age

What we offer

• stable employment
• benefits package
• opportunities to take on new challenges
• building and training new structures of the company
• modern office in attractive location in Warsaw

Your tasks

• monitors, evaluates inbound and/or outbound calls and other contact methods including chat and email
• reports results of evaluations to appropriate business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations and Program Management to ensure scoring consistency and best practices
• participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• complete phone time to keep current on programs (as applicable)
• contribute to maintaining forms and legend documents
• support management focus on review of key drivers, metrics and operational processes (including Training) that drive balanced scorecards and count profitability goals

Warszawa - Oferty pracy w okolicznych lokalizacjach