Overview
Customer Solution Quality Assurance Specialist Jobs in Debrecen, Hajdú-Bihar, Hungary at transcosmos inc.
Title: Customer Solution Quality Assurance Specialist
Company: transcosmos inc.
Location: Debrecen, Hajdú-Bihar, Hungary
The Customer Solutions Quality Assurance Specialist is a professional who is responsible for monitoring, inspecting, and proposing measures to correct or improve the overall qualities provided the TCIS and the services. The Quality Assurance Specialist has a responsibility to perform routine inspections and work with various teams to correct issues that arise in the production process.
Key Tasks And Responsibilities
Verifies call and email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
Regularly provide coaching, training and development to the Customer Solutions Specialists along with Customer Solutions Team Leaders
Oversee quality assurance including contact monitoring, evaluation and calibration scoring
Analyze quality and performance trends to provide recommendations for improvement
Provides feedback to management by monitoring contacts, participating in support sessions
Ensure team awareness regarding all processes, procedures and technical documentation relevant to the department
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Excellent written and verbal communication
Good understanding of the system actively used by the service
Ability to apply creativity to solutions
Technical:
Good Knowledge of Microsoft Office products
CRM Software platforms experience preferred
Behavioral:
Excellent organizational skills
Effective follow-up skills
Good attention to detail
Working Collaboratively
Accountability
Excellent Customer Service/Support skills
Adaptability
Initiative: Being proactive
Planning & Organizing
Qualifications [EDUCATION and/or EXPERIENCE]
At least High school diploma or equivalent, College level preferred
Previous experience in BPO and Customer Service and/or technical account preferred
Have a proven track record demonstrating the skills and qualities outlined in this document
Previous use of Ticket/CRM Logging systems
Languages
Fluent English (Speech, Written, Reading, Comprehension) B2 or higher), with the ability to communicate professionally and confidently in English at all levels.
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.
To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning
Competitive salary
Cafeteria
Team building and free time activities
Modern office environment
