Telcell CJSC invites an individual with a strong experience in customer service to join our team as Quality Control Specialist. The corresponding candidate must organize, realize and oversee the quality check and improvement activities of the Company’s workflow and prepare according reports. The main process monitoring directions are calls, chats and other according to the specifications of each department.The Quality Control Specialist reports to the Head of Internal Control Department.
- Realize the quality control of the workflow of the service departments’ employees (Call Center, branches, Technical Support etc.) of the Company.
- Discover and extract any inaccuracy in the working process of departments and include in according reports.
- Evaluate the performance of departments based on established criteria.
- Analyze the gathered data and make reports for the implemented work.
- Initiate plans and suggestions for quality improvements for each department along with the Quality Control Specialist.
- Cooperate with other professionals with a readiness to reveal and fix the possible inaccuracies and gaps faster.
- Execute other tasks if required.
- Bachelor’s or Master’s Degree in Social Science or in other relevant fields.
- Proven experience in customer service (or other relevant field) of at least 2 years.
- Good knowledge in written and oral Armenian, English and Russian languages.
- Strong computer literacy. Good knowledge of MS Word, Excel, any CRM experience will be a plus.
- Strong analytical, communication and detail-orientation skills.
- Ability to work within deadlines, under pressure and in different directions simultaneously.