Junior Operations Agent - Bulgarian speaker
Core
Monitor inbound/outbound calls and emails to assess associate performance, ensure compliance with company policies, and maintain databases of quality reports and statistics for a car partner operations team.
Role type
Quality Assurance Manager (Call Center/BPO)
Builds
Quality reports, performance assessments, and compliance documentation for the contact center team.
Domain
Automotive / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Quality assurance, call monitoring, data analysis, database management, compliance verification, problem solving, time management, assertiveness
Preferred skills
Automotive knowledge
Technologies
Microsoft Office (Word, Excel)
Responsibilities
Monitor inbound and outbound calls and emails responses to assess associates demeanor, accuracy, customer service performance, and conformity to company policies; Check complaints received and ensure damages were not specified in the data sheet; Ensure that the evidence received as a result of the complaints is in accordance with the company's objectives; Maintain a database of all quality reports, reviews, statistics and other documents for future use and reference; Provides feedback to the contact center team leaders and managers; Prepares and analyzes internal and external quality reports for management staff review.
Seniority
Junior (1+ years experience)