Quality Measurement Specialist
2 months ago
**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.
**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 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;
- 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.
**About our corporate culture**:
As an international team, we are motivated by the freedom to do our best work. Our employees are autonomous and responsible for their projects, taking the initiative when necessary, not giving up on their opinions, and speaking freely. We invest in the potential of each person, hence believe that our abilities contribute to achieving ambitious company goals
**Reasons to join us**:
- Our positive workplace atmosphere creates a culture of collaboration and support, making it a place you'll love working in;
- We offer competitive compensation and regular career development reviews to motivate you to reach your full potential and love the work you do;
- With flexible working hours and remote options, you'll love the freedom to work on your terms;
- We offer a generous vacation and sick leave policy, allowing you to take time off and enjoy a work-life balance;
- You'll love working here because we provide financial assistance for professional development, helping you stay ahead of the curve and love your career path;
- Our Educational Allowances allow you to expand your knowledge and experience, not only in your work but also in other areas;
- You'll love the monthly allowance for personal activities, allowing you to pursue your interests and hobbies outside of work;
- At our company, we prioritize the health and well-being of our employees, which is why we offer comprehensive health insurance plans;
- Our referral program rewards you for bringing top talent to the company, making it a place you enjoy sharing with others;
- With engaging team-building activities and corporate parties, you'll love being part of our community and team spirit.
**What’s next?**
Our recruiters will review your CV and reach out to you if you are suitable for the role.
What your process will look like:
- HR Interview;
- Final interview with the team;
- Final decision.
**Our recruitment team is very willing to help out, so contact us with any questions you may have**
**Bu pozisyon size ne sunacak**:
İlgili operasyonlarda çağrı kanallarını kullanarak Müşteri Temsilcilerinin çağrı ve yazışma kalitesini değerlendirmek için belirlenen kurallara uygun olarak hedeflenen sayıda çağrının dinlenmesi ve belirlenen sayıda yazılı görüşmenin değerlendirilmesi. Çalışan performansları sonucunda alınacak aksiyonların belirlenmesi, eğitim ihtiyacı olan personel için ilgili birimlerin koordine edilmesi.
**Sizden beklentilerimiz**:
- Çağrıların dinlenmesi, değerlendirilmesi ve temsilcilere geri bildirimlerin verilmesi;
- Çağrı kalite raporlarının hazırlanması;
- Süreç tanımlama ve takibinin yapılması;
- Kalite standartları çerçevesinde geliştirici, iyileştirici faaliyetlerde etkin görev alınması;
- Çağrı iş ve süreç prosedürlerinin yazılması;
- Gelişim grafiklerinin raporlanması;
- Doğabilecek diğer eğitim ve kalite ihtiyaçları için operasyona destek olması.
**Bu rolde başarılı olmanız için gerekenler**:
- Çağrı Merkezi sektöründe Kalite Uzmanlığı alanında deneyim sahibi;
- Çağrı Merkezi sektöründeki dinamiklere hakim;
- MS Office uygulamalarını iyi derecede ve aktif olarak kullanabilen;
- Türkçe’de yazılı ve sözlü
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