CallCenterNinjaMonitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Coach advisors according to call listening findings
Additional Job DescriptionProven experience in Quality methodologies, and soft skills (communication skills, critical thinking, etc.) will be a benefit
Strong communication skills, both written and verbal
Proficient in Microsoft Office
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
Self-starter, sense of urgency, and works well under pressure
Affinity with technology
Strong attention to detail
Sense of professionalism and ability to develop good relationships
German C1, English B2
Location - Vake Plaza, Tbilisi, Georgia (Onsite)