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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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