CUSTOMER SUPPORT QUALITY MANAGER

As a Customer Service Center Quality Manager, you will be responsible for overseeing the quality control of customer service, enhancing the professional development of call center operators, and ensuring the overall efficiency and effectiveness of the call center operations. Your role is crucial in maintaining high standards of service, training new staff, and analyzing performance metrics to drive continuous improvement.

KEY RESPONSIBILITIES

Quality Control of Customer Service:

Monitor and evaluate the quality of customer interactions to ensure compliance with company standards.
Implement and maintain quality control processes and procedures.
Professional Development of Call Center Operators:
Design and conduct training programs for call center operators to enhance their sales and service skills.
Provide ongoing coaching and feedback to operators to support their professional growth.

Training of New Operators:

Develop and deliver comprehensive training sessions for new call center operators.
Ensure new hires are fully equipped with the necessary knowledge and skills to perform their duties effectively.
Monitoring and Improving Discipline:
Conduct daily reviews of camera footage to monitor operator discipline and adherence to protocols.
Address any disciplinary issues promptly and implement corrective actions as needed.

Sales Analysis:

Analyze the loading and conversion rates of operators’ sales by phone.
Identify trends and areas for improvement to enhance sales performance.
Reporting:
Prepare daily and monthly reports on call traffic and sales metrics.
Present findings to management and suggest actionable insights.

Management Queries:

Handle freelance queries from management related to call center operations.
Provide accurate and timely responses to management inquiries.

Communication with Providers:

Maintain regular communication with IP-telephony providers to ensure smooth operations.
Address any technical issues or concerns with telephony services promptly.

REQUIREMENTS

Proven experience in a call center environment, preferably in a quality management or supervisory role.
Strong analytical skills with the ability to interpret performance data and identify improvement opportunities.
Excellent communication and interpersonal skills.
Proficiency in using call center software and reporting tools.
Ability to train and motivate staff effectively.
Detail-oriented with a strong commitment to maintaining high-quality standards.
Preferred Qualifications:
Experience with IP-telephony systems.
Background in sales or customer service training.
Working Conditions:
Full-time position based in the customer service center.
May require occasional evening or weekend work depending on call center hours and needs.

WE OFFER

Monthly gross salary starting from EUR 1400 per month gross, depending on your experience and skills
Professional growth and development together with the fast growing worldwide online business company
Comprehensive reward scheme matching your input
Very inclusive and responsive team, friendly working atmosphere
Dynamic and international work environment
Various resources for continuous professional development
Office located at Elipse BLC, Ziemelu str. 4, within “Riga” International Airport territory, equipped with essentials for work and relaxation including a ping pong table, table games, and a library with modern business literature
Free refreshments e.g. coffee, tea, orange juice and fruits
Free parking
Health insurance and all social guarantees
Excellent colleagues, exciting team-building events and parties you’ll never forget!