Sr. Quality Evaluator

Main Responsibilities:

• You are a role model for your agents; you mentor, coach and support them
• You are responsible for monitoring call, email, chat and other support interactions on quality metrics and provide feedback coaching and mentoring as needed
• You coach agents on sales skills for improvement of their conversion rates and communication skills
• You coordinate with operations management to evaluate the effectiveness of coaching and mentoring measurements and ensure streamline step goals are achieved
• You continuously maintain knowledge on changes to client products, services, policies and procedures and recommend modifications or enhancements to quality management
• You have a confident appearance as well as very good communication, presentation and moderation skills at eye level that are appropriate for the target group and cross-hierarchy

Requirements:

• Profound professional experience in a quality assurance role
• Proven track record in coaching and mentoring of sales employees and achieving key performance metrics
• Ability to analyze coaching data efficiently and implement according actions
• Above-average motivation, communication and sales skills, paired with linear and logical troubleshooting skills
• A self-confident, professional, customer and service oriented personality with problem solving skills, multitasking ability and endurance even in difficult situations
• Quick comprehension, learning ability and a structured approach with high attention to details and follow through
• Excellent written and verbal communication skills on mother tongue level in Russian
• Excellent written and verbal communication skills in English, must be at least B2 level
• Knowledge of social media advertising or digital marketing would be required
• For internal candidate: at least 6 month experience in CS social media account

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