Sr. Quality Evaluator
8-9-2021 | Берлин, Германия
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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