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Quality Assurance Specialist in Contact center - Mobi Banka

Mobi Banka

Beograd

28.02.2020.

ugovor puno radno vreme

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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

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

Deadline for applications: 28.02.2020.

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