Quality Assurance Specialist in Contact center - Mobi Banka

Key responsibilities:

• Monitoring quality and evaluation of conversations via phone, as well as written responses through all channels of written communication (email, chat)
• Regular feedback and coaching to employees in order to achieve the best service quality and operational efficiency in every contact
• Responsibility for providing the best customer service by all employees in Contact center
• Participation in all employees' trainings. Additionally creating and conducting knowledge tests in order to recognize space for improvement in agents work
• Close cooperation with all team members in solving customers' inquires/increasing the sales, by giving recomendations for products and processes improvement based on feedback from customers and employees
• Representing the interests of customers and their satisfaction through cooperation with all teams at the Bank
• Regular reporting about quality results in Contact center
• Flexibility in everyday tasks, including answering customer's inquires via phone or in written form
• Reference: CyvYbDsqYgfat1mbdS71g4YlrxtdVEbeEJ5L3STPWJe2vRX6gsx3iYAIIhsIBD5V

For the good start you will need:

• Minimum High School, Higher education would be preferred
• Fluent in English (written and spoken)
• One year of experience working in Customer Care/Sales, understanding first lines processes
• Excellent knowledge of bank services and processes
• Excellent knowledge of Microsoft Office Programs (excel, PPT)

Personal attributes:

• Passion for business, innovation and improvements
• Positive attitude and excellent interpersonal skills, along with the ability to motivate others
• Knowledge transfer ability and excellent organizational and communication skills
• Ability to adapt to work with different personality types

You will enjoy:

• Dynamic and friendly work environment
• Opportunity for professional and personal development and training

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