Overview

We at Globbing are in a search of a Total quality control specialist who will be responsible for supervising quality control for the organization and troubleshooting quality-related issues as they arise.

Responsibilities:
  • Conducting weekly/monthly monitorings of service quality
  • Verifying call center results by measuring skills in use of scripts, product knowledge, sales and serviceability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
  • Handling complaining customer cases
  • Conducting daily/weekly/monthly call audits of randomly selected agent calls
  • Completing agent evaluation forms in quality recording software platform
  • Identifying opportunities to improve the work processes and environment
  • Ensuring full-cycle service quality in order to provide high-quality customer service
Required Qualifications:
  • University degree
  • Extremely detail-oriented
  • Customer focus: proven ability to consistently deliver high-quality service
  • Excellent listening, verbal, and written communication skills
  • Proficient knowledge of Armenian, Russian and English
  • Ability to provide objective and constructive feedback
  • Proven experience in service will be considered an advantage
Note:

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