QA specialist

Requirements   — Strong Upper Intermediate / Advanced English (B2/C1); excellent verbal, written and interpersonal communication skills — At least one year of experience in a similar position (i.e. Sales Assistance, Customer Support, Quality Control Manager) in B2B / B2C international markets — Previous experience in a managing position at a call center is preferred — Advanced user of Sheets, Docs, Slides, Forms (MS Office, Google Docs, and Spreadsheets etc.) and CRM — Experience working with key metrics and process effectiveness indicators — Customer service oriented attitude     Responsibilities   — Evaluate the quality of QA sessions on Customer Support Agents’ communication with clients and their compliance with internal guidelines and metrics (70% of your workload) — Prepare reports and provide feedback according to the results of quality checks — Continually revise and improve the effectiveness of the QA process and procedures to increase the quality of Sales Activities — Participate in developing, improving and implementing quality control system, establishing standards and regulations, monitoring compliance — Define which learning and training needs are necessary to increase the productivity of Customer Support Agents and L&D specialists — Keep an eye on new communication/sales/business trends that are worthy of being implemented to make sales workflows and results better — Carry out trainings, seminars, master-classes for L&D specialists on staff development, services / product procedures changes — Carry out QA checks for assigned team; organize one-to-one coaching sessions to discuss and improve QA results — Provide recommendations for improving Customer Service level (if appropriate)   Terms     — Opportunities for professional development and personal growth — Corporate events, holiday celebrations, team building activities — Friendly and supporting environment, young team — Working schedule is Monday - Friday, 10:00 - 18:00 in a modern, cozy and comfortable office — Timely payment, career prospects — Fully paid trainings