2023-08-23 14:48:55

Quality Evaluator (with English language skills)

CVKeskus.ee klient
1390.5 €/m Gross

Job Description

Are you the next Quality Evaluator for Concentrix? We are looking for a native level (C1/C2) Estonian speaker with excellent English skills, both spoken and written.

The Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards.

 

This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.

  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders
  • Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
  • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); Complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Requirements

  • Self-starter, sense of urgency and works well under pressure
  • Demonstrated ability to multi-task and meet timelines or deliverables
  • Detail-oriented
  • Ability to multi-task and meet timelines on deliverables
  • Proficient in  Microsoft Office
  • Effective communication skills, both written and verbal
  • Estonian and English language at C1 level
  • Candidates with additional Russian language skills may be prioritized in the recruitment process

Company offers

  • Monday to Friday schedule, giving you the freedom to relax and recharge on weekends
  • Comprehensive health insurance for your well-being
  • Expenses subsidy of 60 € / month (net) to cover different personal expenses for phone, internet, parking and sports
  • Modern office in Tallinn
  • A supportive and fun team environment where your success is celebrated!