Quality Assurance Auditor for English desk

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

In 2018 Clutch - B2B ratings, research, and reviews company - has named our Team a Leader in multiple service categories for BPO companies!

We are growing and looking for a Quality Assurance Auditor.

Position Summary:

The Quality Assurance Auditor (QA) conducts transaction monitoring of CSRs' calls/e-mails / or any back-office work with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.

Specific Responsibilities:

• Transaction Monitoring. Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met.
• Incident Reports. Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Generating and Maintaining Quality Assurance Reports. Updates Quality Assurance reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data. Maintains the files for updated and accurate reporting of Quality Assurance data.
• Customer Satisfaction Data Scrubbing. Reviews and analyzes data on Customer Satisfaction results and highlights areas for improving customer experience and/or overall quality assurance.
• Quality Assurance Orientations. If requested, conducts orientations to new hires and CSRs returning from extended leave regarding the QA Team and the account's transaction monitoring guidelines.
• Calibration. Calibrates with internal groups such as Trainers, Team Leaders, CE Leads, as well as external counterparts. Monitors call that are randomly selected per calibration meeting to ensure that customer experience and/or overall quality assurance expectations are adhered to.
• Others. Performs tasks assigned by the immediate supervisor for the accomplishment of the account's quality objectives.

Skills Required:

• Bachelor's Degree in Engineering / Statistics / Information Technology / Management or other relevant fields
• 6 months of working experience in a call center, customer service, or quality control field with impeccable performance. If external must be QA level or similar role in a different industry.
• Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)
• Analytical skills.
• Problem-solving and decision-making skills.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules.
• Active listening skills.
• Operates with minimal supervision.
• Multi-tasking skills.

We Offer:

• Downtown Kyiv location in a modern office (10-minute walk from Kontraktova);
• Competitive compensation linked to UAH/USD rate;
• Medical and Life insurance after the trial period;
• English classes with a native speaker;
• Schedule 11:00 - 20:00 Kyiv Time
• Corporate training and parties.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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