Online Interactive Education Support – Laureate is the international center of excellence for online higher education within Laureate International Universities, the leading worldwide provider of higher education. Our portfolio of online degrees totals over 250 programs ranging from Bachelors and Masters to Doctoral levels.
OIE Support delivers the operational skills and expertise that are needed to meet the increasing demand for quality online higher education whilst providing Enrolment management to prospective students around the world.
OIE Support is currently seeking in Gdansk office an:
The Quality Assurance Specialists will monitor and document call quality in support of the Company quality goals and initiatives. The QA Specialist evaluates In-bound and Out-bound customer contact by Enrollment professionals who operate across the globe. This position participates in the design of quality monitoring formats and quality standards. The QA Specialist will fairly and consistently review calls for quality, accuracy and adherence to our enrollment model. The position documents the call quality results and provides feedback and trend data to Contact Center Leadership and team members.
- Participates in design of call monitoring formats and quality standards
- Performs call and chat monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call center staff
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
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Two years of call center experience, preferably in a consultative sales environment
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Fluency in English required with mastery of verbal, written, listening, and comprehension skills
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Excellent oral, written and interpersonal communication skills
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Exceptional listening and analytical skills
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Knowledge/expertise with PC hardware and software (Word and Excel)
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Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired
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Strong knowledge of sales processes
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Demonstrated ability to work well in a team environment
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Dedication to providing exceptional customer service
- Role in an international company with stable position on the market
- Professional challenges
- Strong people oriented culture
- Skills development through diverse work assignments and professional trainings program
- Compensation package and private medical care
- Work with diverse, motivated team