Quality Assurance

Office Team is looking for an efficient and proactive Quality Assurance/Customer Service Support Representative.

Responsibilities:

• Develop in organization – wide strategic approach to improve service quality;
• Position training and quality initiatives as part of service quality strategy;
• Promote Training and Quality Initiatives;
• Following up with offline clients to make sure that Quality of Service has been provided
• Make sure Managers and Supervisors go through training;
• Design customized training courses to improve overall performance and to respond to specific needs;
• Develop and standardize training agendas;
• Evaluate and develop training material and tools such as quick reference guides, online help, interactive training, user manuals, videos, etc;
• Create and implement metrics, specific to training and quality initiatives to evaluate and measure performance;
• Analyze performance reports to identify quality issues patterns and trends and take appropriate action;
• Set standards for performance, clear goals and objectives for Team leads and Quality Analysts;
• Develop an effective monitoring system and tools for Managers, to help them coach performance;
• Perform regular analysis of data and statistics, to determine the root cause of problems and recommend process improvements;
• Ensure consistency in everything we do.

• Higher education;
• Experience in Sales, Training or Quality Assurance (especially in a call center environment);
• Bilingual English;
• Excellent oral and written communication skills with an ability to effectively articulate technical and business aspects.
• Team player and supporter;
• Customer Oriented;
• Excellent presentation skills;
• Must be comfortable in a fast-paced and cutting edge environment;
• Proficient in Microsoft Office applications, specifically Excel, Word and Outlook.

• All social guarantees;
• Health Insurance;
• Career opportunities;
• Ability to develop and implement your ideas;
• Responsibility and an interesting job;
• Work in a dynamic, international company.

If you are talented Multitasker, with great organizational skills, including filing, data entry and excellent communication and customer service skills, this job is for you! APPLY TODAY! Please send your CV in English.