Quality Grading Specialist

We are changing the world of television by creating an innovative way to watch TV directly from the motherland anywhere around the world. We invite you to join our growing company and to contribute to the revolution of how people watch TV. Our employees are our pride and our most valuable asset. If you always dreamed of working in a fun environment with an open organization structure and solid management and your culture fits our culture then we are the right place for you

 COMPANY CULTURE

• Integrity is in our DNA

• Employees are our family

• We are young, very ambitious and dedicated to achieving success

We're looking for smart, ambitious, forward-thinking problem solvers with the same set of values to join our world-class team and help us make our company even better.

This is an exciting new role with a young and rapidly growing company in the field of technology.

The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanor, technical accuracy, sales performance, and conformity to company policies and procedures. This individual will be responsible to develop, create and implement call center processes and procedures manual as needed.

1. Participates in customer listening programs to identify customer needs and expectations.
2. Monitor the effectiveness and quality of incoming calls, emails and other ways of contact.
3. Determine weaknesses in performance and establish solutions to improve.
4. Ensure compliance with the company's quality systems.
5. Identify process improvement opportunities.
6. Generate and maintain feedback and coaching documentation./Provides feedback to call center team leaders and managers.
7. Offer daily/weekly feedback via verbal & written communication.
8. Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the call center.
9. Provide analytical work, the provision of statistical reporting (formulas, tables, graphics, charts).
10. Develop a training plan and conduct staff training.
11. Develop and implement materials necessary for the work (checklists, scripts, guidelines, instructions, tests, standards etc).
12. Conduct surveys aimed at improving the quality of service and customer satisfaction.
13. Work with CRM-system.

1. 2 years of call center customer care experience, preferably in a technical environment. 
2. Strong attention to detail, exceptional listening, and analytical skills.
3. Excellent communication skills both written and verbal Polish, Russian and English are required.
4. Excellent organizational skills and ability to handle multiple tasks under deadlines. 
5. Strong knowledge of customer care processes and techniques. 
6. Demonstrated ability to work well in a team environment. 
7. Ability to work and complete projects without supervision, self-motivated.
8. Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
9. Ability to effectively train staff (call center agents, sales representatives, store agents)
10. Strong conflict-management skills.

The benefits that await you if you join us:
1. Remuneration directly depends on your knowledge and talent.
2. Flexible working hours (Official working hours 9: 00-18: 00 NY time).
3. Work from ANY country in the world.

Unlimited opportunities for self-realization:
1. A friendly, professional, motivated and productive team of the best of the best.
2. A creative environment in which you will never be bored at work again
3. And .... slowly but surely we are preparing to conquer the world.
Join us
 
Is it interesting for you? Do you consider yourself suitable for this position and would you like to meet us? You're almost there
Click "I'm interested" and submit your application. We'd love to see in the comments an explanation of why we should hire you for this position.

All your information will be kept confidential according to EEO guidelines.