Total Quality Control Specialist

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.

Job responsibilities

Conducting weekly/monthly monitoring 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.