Quality Leader / Coordinator

• Leads a team of Quality Analysts responsible for listening, reviewing and evaluating CSRs calls, chats and emails and providing appropriate feedback to CSRs on quality of service.
• Makes monthly contact monitoring plan and assures its execution.
• Attends regular meetings with Team Managers, Project Leaders and the Client to discuss outcomes of quality monitorings.
• Conducts regular calibration sessions to ensure consistency in scoring and interpretation of calls between Quality Analysts.
• Analyzes quality results and prepares reports showing most important findings along quality metrics.
• Recommends solutions and improvements based on quality monitoring results
• Provides feedback to Learning & Development department and to the Client about issues identified during monitoring that could be addressed during new hire training.
• Handles client escalations related to quality or compliance violations within the team.
• Audits feedback sessions conducted by Quality Analysts and provides them with appropriate feedback in order to make sure that root causes are properly addressed and acted upon.

Experience:

• At least 1 year experience in contact center as Quality Analyst, Quality Leader/ Coordinator/ Manager, Mentor or similar.
• Experience in managing their own team.

Qualifications:

• Excellent English, both written and spoken.
• Very good knowledge of MS Office tools and Google Suite.
• Strong verbal and written communication skills.
• Good organization and time management skills.
• Ability to work with variety of people from diverse backgrounds.
• Ability to make fair and consistent judgments and decisions.
• Ability to solve problems and offer suggestions.
• Ability to adhere to all organizational policies and procedures.
• Ability to provide constructive feedback.

• Wellbeing and health: we provide a private medical care, Multisport cards, internal SitelFit program - promoting activity
• Rest: we subsidize the holiday
• Giveaway: Christmas - vouchers or additional cash on the account, layettes for newborns, gifts on the occasion of Children's Day
• Fun Management: integration meetings (during the pandemic we use modern streaming channels), Fun Management program - monthly events in each department/project
• Development: free access to modern training platform for every employee, development programs - 95% of our managerial staff is from our internal promotion
• CSR - we care not only about ourselves. We are happy to help those in need.
• Language Course - you don't speak Polish? Join us and sign up for the lessons we organize.