Quality Analyst with Bulgarian

Role description:

• Monitors CSRs performance on a daily basis by taping listening to reviewing and
  evaluating calls.
• Provides appropriate feedback to CSRs on quality of service to ensure adherence toprocedures and scripts with the aim to improve the service delivered to the caller in allaspects (soft skills product knowledge systems skills).
• Attends and participates in meetings with supervisors and Team Managers / ProjectLeaders to discuss outputs of monitoring.
• Execution of compliance tests for SA&E topics and coordination with the Quality
  Manager.
• Preparation of reports according to defined qualitative and quantitative specifications ofthe client.

Qualifications:

• Good numerical and verbal reasoning skills.
• Dependable reliable and able to perform duties with minimum supervision.
• Flexible and able to work under pressure.
• Excellent MS Office professional skills.
• Fluent Bulgarian is essential.