Quality Assurance Specialist
Expired 1 year ago!
Related Jobs
Customer Service Jobs
Sales and Marketing Jobs
Jobs in Addis Ababa
Junior Level Jobs
Carolina Logistic PLC Jobs
- Job Description:
Responsibility
- Evaluate the quality of QA sessions on Customer Support Agents’ communication with clients and their compliance with internal guidelines and metrics (70% of your workload)
- Prepare reports and provide feedback according to the results of quality checks
- Continually revise and improve the effectiveness of the QA process and procedures to increase the quality of Sales Activities
- Participate in developing, improving, and implementing quality control systems, establishing standards and regulations, and monitoring compliance
- Define which learning and training needs are necessary to increase the productivity of Customer Support Agents and L&D specialists
- Keep an eye on new communication/sales/business trends that are worthy of being implemented to make sales workflows and results better
- Carry out training, seminars, and master classes for L&D specialists on staff development, services/product procedures changes
- Carry out QA checks for the assigned team; organize one-to-one coaching sessions to discuss and improve QA results
- Provide recommendations for improving Customer Service level (if appropriate)
Term
- Flat organizational structure
- Opportunities for professional development and personal growth
- Corporate events, holiday celebrations, team-building activities
- Friendly and supporting environment, young team
- The working schedule is Monday - Friday, 10:00 - 19:00 in a modern, cozy, and comfortable office Timely payment, career prospects
- Fully paid training
- Job Requirements:
Qualification
- Strong Upper Intermediate / Advanced English (B2/C1); excellent verbal, written, and interpersonal communication skills
- At least one year of experience in a similar position (i.e. Sales Assistance, Customer Support, Quality Control Manager) in B2B / B2C international markets
- Previous experience in a managing position at a call center is preferred — Advanced user of Sheets, Docs, Slides, Forms (MS Office, Google Docs, Spreadsheets, etc.), and CRM
- Experience working with key metrics and process effectiveness indicators
- Customer service-oriented attitude
- High level of learning and teaching skills (working with a significant amount of information; carrying out of training, seminars, master-classes experience is preferred)
- Critical thinking and a systematic approach to work with a focus on high-quality standards
- Ability to recognize and assume responsibility, to be persistent in completing a task
- Ability to motivate and influence others
- Ability to adapt well to a changing situation, and successfully set and adjust priorities as needed;
- Detail-oriented and well-organized person, commitment to quality work processes
- Ability to establish positive relationships and gain the confidence of others
- Posted:
- 08.15.2022
- Deadline:
- 08.25.2022
- Job Category:
- Customer Service, Sales and Marketing
- Employment:
- Location:
- Addis Ababa