Customer Service Quality Control Specialist

Job Description:

We are looking for a Customer Service Quality Control Specialist responsible for enhancing Quality KPIs, conducting audits, and providing feedback to the Customer Service Manager and Customer Service Specialists. The Quality Control Specialist will ensure compliance with policies and internal guidelines for information shared with clients. Additionally, this role includes conducting coaching sessions based on audit scores to support continuous improvement in customer service standards.

Key Responsibilities:

• Quality Improvement: Track and improve Quality KPIs to ensure excellent customer service.
• Auditing: Conduct regular audits of customer interactions to assess adherence to compliance policies and internal guidelines.
• Feedback Provision: Provide detailed feedback to the CS Manager and CS Specialists to help identify areas for improvement.
• Coaching Sessions: Organize coaching sessions based on audit results, offering guidance to enhance service quality and client interactions.

Qualifications:

• Proven experience in customer service quality control or a similar role.
• Strong understanding of customer service standards, compliance, and internal policy adherence.
• Excellent communication and coaching skills to provide constructive feedback.
• High attention to detail and a commitment to continuous improvement.

What We Offer:

• Competitive Salary: A market-aligned compensation package.
• Professional Development: Access to ongoing training and development opportunities to enhance your skills and career growth.
• Supportive Work Environment: Work in a collaborative, team-oriented setting with a focus on quality and excellence.
• Office Location: Convenient city-center office location with a comfortable workspace.
• Work Schedule: Full-time, 5/2 schedule from 18:00 to 02:00, with paid vacation and official employment benefits.
• Career Advancement: Opportunities for growth within the company for high-performing employees.