Description

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

Responsibilities

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)

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