Customer Support Quality Assurance Specialist

WOW24-7 - we are an international outsourcing company!

We provide quality business support to over twenty-one companies worldwide, including the United States, Belgium, Netherlands, etc.

Now we're looking for highly motivated individual to join our team as Customer Support Quality Assurance Specialist.

Hard Skills:

• 1+ year of experience in customer support 
• understating of B2B/B2C customer support process 
• Advanced or higher level of English 
  

Soft skills:

• High level of Analytical skills 
• Energetic, flexible and proactive 
• Problem Solving 
• Critical Thinking
  

Responsibilities:

• Takes a proactive Part in Creating and/or Preparing a quality assurance system. 
• At Least 10% of the workload should be evaluated (the number may vary due to the overall Load and Quality Assurance System requirements). 
• Provides agents with the feedbacks (written and verbal) on a matter of improvements that can be made and the overall results of the evaluation. 
• Is responsible to keep and fill the Quality Assurance documentation in the agreed format and ready for reporting. 
• Provides Wow24-7 management with Weekly and Monthly reports on the overall Quality state and detailed reports on issues if there were some. 
• Continuously improving the Quality Assurance System making it most appropriate to the Clients' needs and new challenges that may arise. 
• Prepares Monthly newsletters for the Wow24-7 support team with mistakes that are met most often and with Best practices we would like to promote among all agents. 
• Conducts Quality meetups with the Support Team to discuss the most relative aspects of service quality. 
• Prepares and Hosts Quality Assurance training for agents to adjust overall quality. 
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What we offer:

• Large, modern office in a business center
• Comfortable and open working space
• A young, friendly team
• Paid sick leaves and vacation (18 working days)
• Delicious coffee and tea, fruit and cookies for snack