Quality Measurement Specialist

at  Giti2c

YOU WILL BE EXPECTED TO:

• Listening and evaluating calls and giving feedback to representatives;
• Preparing call quality reports;
• Process identification and follow-up;
• Taking an active role in development and improvement activities within the framework of quality standards;
• Writing call business and process procedures;
• Reporting development charts;
• Supporting the operation for other training and quality needs that may arise.

WHAT TO EXPECT OF YOUR ROLE:

Listening to the targeted number of calls following the determined rules to evaluate the call and correspondence quality of the Customer Representatives by using the call channels in the relevant operations and evaluating the determined number of chats. Determining the actions to be taken as a result of employee performances, and coordinating the relevant departments for the personnel in need of training.

WHAT YOU NEED TO SUCCEED IN THIS ROLE:

• Experienced in the field of Quality Specialization in the Call Center industry;
• Knowledge of the dynamics in the Call Center industry;
• Able to use MS Office applications well and actively;
• Have good written and verbal communication skills in the Turkish language;
• To adopt customer-oriented work;
• To be successful in human relations, to have a proactive approach and to have the skills to communicate effectively with every management level;
• To be able to perform root cause analysis in order to fulfil the customer’s quality expectations;
• Having an objective and positive perspective;
• To follow current technological developments and to be curious about innovations;
• Being able to keep up with flexible working hours;
• Ability to work fast and target-oriented;
• To have a result-oriented and professional perspective.