Lead of Quality Control

We are looking for someone to help us identify areas for improvement and highlight our strengths. This person will also take the Quality Assurance agent team under their wing.

What you will be doing

• Quality Assurance for Chats and Calls: Ensure the quality of customer support interactions by organizing diligent assessments of chats, emails and calls and continuously improving existing KPI systems.
• Organize QA Processes: Develop and organize the process for assessing the call quality, from creating an assessment system from scratch to implementing it across the team.
• Quality Control: Oversee quality control measures and review existing rules and procedures to ensure compliance with high standards.
• Team Calibrations: Regular calibration sessions with the team to maintain consistency and accuracy in quality assessments.
• Training and Development: Design and implement training programs for quality managers, empowering them to provide constructive feedback and coaching to support agents.
• Meetings and Feedback: Organize and lead regular meetings to discuss quality metrics, share feedback, and align improvement strategies with support agents and quality assurance team members.
• Reporting: Prepare and present regular reports on quality metrics, identifying trends and areas for improvement.

Requirements

• Fluent English: Exceptional verbal and written communication skills in English (C1 level)
• Experience as a Senior Quality or Team Leader with 3-4 years of experience in Customer Care, at least half a year as a Quality Manager, and one year in the position of a Team Lead or senior role
• Effective Communication: Ability to communicate clearly and effectively with the team and management.
• Essential Personal Qualities: Reliability, consistency, and strong organizational skills.
• Professional Courtesy: Ability to maintain courteous communication under all circumstances.
• Attention to Detail: Willingness to perform detailed work, prepare thorough reports, and apply general rules to specific problems.
• Team Collaboration: Ability to work harmoniously with the team, contributing to overall success.
• Proactive Attitude: A mindset focused on continuous improvement, always striving to enhance processes and outcomes.
• Analytical Skills: A sharp mind, a meticulous eye for detail, and the capability to distill meaningful information from large amounts of data.
• Preferred Traits: Calm demeanor, patience, strong problem-solving skills, and meticulous attention to detail.

What we offer

• Onboarding: A thorough 5-7 day onboarding program introduces you to our company and products.
• Hands-On Experience: 3-5 shifts working in chats without night shifts, allowing you to gain practical experience as an agent.
• Onboarding as Quality Assurance Manager: An additional 1-2 days of onboarding focused on quality assurance processes.
• Collaborative Team Environment: Join a team that currently includes two quality managers. We are ambitious and driven to achieve excellence, offering the existing Quality Assurance Team, creating new ones, and expanding the current team.
• Work schedule Mon-Fri from 10 to 19 or from 9 to 18 (a beautiful office with a constant supply of electricity)
• 17 calendar days of paid vacation per year
• 14 paid sick days per year
• Medical insurance (available after half a year of employment)