Total Quality Control Specialist

About the company

We at Globbing are in a search of a Total quality control specialist who will be responsible for supervising quality control for the organization and troubleshooting quality-related issues as they arise.

Your tasks

• Conducting weekly/monthly monitorings of service quality;
• Verifying call center results by measuring skills in use of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call;
• Handling complaining customer cases;
• Conducting daily/weekly/monthly call audits of randomly selected agent calls;
• Completing agent evaluation forms in quality recording software platform;
• Identifying opportunities to improve the work processes and environment;
• Ensuring full-cycle service quality in order to provide high-quality customer service.
• Development of training programs and staff assessments.

Requirements

• University degree
• Extremely detail-oriented;
• Customer focus: proven ability to consistently deliver high-quality service;
• Excellent listening, verbal, and written communication skills;
• Proficient knowledge of Armenian, Russian and English;
• Ability to provide objective and constructive feedback;
• Proven experience in service will be considered an advantage.