The Role
Supervise call center quality through regular service monitoring, call audits, agent evaluations, complaint handling, and quality-related troubleshooting. Assess agent performance across scripts, product knowledge, sales, serviceability, communication, and etiquette. Identify process improvements, provide objective feedback, ensure full-cycle service quality, and develop training programs and staff assessments.
Summary Generated by Built In
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.
Job responsibilities - Conducting weekly/monthly monitoring 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.
- Development of training programs and staff assessments.
Requirements
- 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.
Skills Required
- University degree
- Extremely detail-oriented
- 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
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The Company
What We Do
Globbing is an international online shopping and shipping platform that allows users to purchase products from millions of online stores worldwide. The company operates warehouses in seven countries, including the USA, UK, Germany, China, Russia, UAE, and Italy, providing shipping solutions that involve receiving international purchases and re-delivering them to customers in their home countries.
