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Bilingual Quality and Training Specialist (remote while COVID19)

  • Telecommunication, Call Centre, Customer Service Jobs
  • Education, Training, Teaching, Science Jobs

Description

  • Looking after Customer Support Team for Social Media Platform

Your Daily Responsibilities Will Include

  • Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
  • Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
  • Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
  • Highlight trends and red flags to the business for better improvements
  • Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
  • Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business

Specific Requirements

  • Degree or equivalent practical experience
  • Minimum of 2 years experience in contact center (call center or tele-sales environment) with Quality Assurance and/or coaching experience
  • Excellent interpersonal and communication skills
  • Bilingual: Fluent English AND Russian
  • Ability to work in Ireland Full time (EU Passport, Stamp 4 or Stamp 1G)
  • Ability to work in a fast paced environment

(Working from home due to Covid19 until further notice)

Hard Skills

  • Microsoft Office
  • Customer relationship manager (CRM)
  • Deliverable management

Soft Skills

  • Communication
  • Adaptability
  • Decision maker

We offer

  • Opportunity to work in a fast-growing company and in a multinational environment
  • Opportunity to grow in the organization and build a successful career path
  • Relocation assistance
  • Access to a variety of benefits
  • Complex salary package