Freelance Process and Quality Expert
3 days ago
**United Call Centers** is a global leader in providing multilingual call center services using an at-home workforce. At United Call Centers we provide OmniChannel Front Office BPO services globally in all languages and we are currently looking for talented **Quality and Process Experts **who can join our international Team.
**Tasks and responsibilities**:
- Master of processes and procedures
- Responsible for creating detailed Quality/CSAT Audit's from a soft skill and process point of view in English, French, German, Spanish, Dutch, Swedish, Norwegian, Danish, Finnish, Arabic, Hebrew, Polish, Czech or Italian, depending on language capabilities, working closely together with QA Manager
- Provide support to middle-level management on effectively addressing to performance feedbacks and individual development plans
- Prepare the Customer Satisfaction data analyses reports on regular basis and provide on time
- Providing QA feedback on individual level, establish action items, if needed
- Giving immediate feedback to the middle-management team in case of any quality related issue and establish action items
- Assisting agent warnings due to performance related, if needed
- Keep records and documentation and prepare appropriate reports for QA related data
- Research, analyze and recommend improvements to business processes to improve overall performance
- Understand the language/terms/jargon in his/her area of expertise
- Working closely together with the Quality Manager and Supervisor making sure that the Quality and CSAT standards are met/improved on the service
- Be on time and available for given shifts
- Participation on all required training
**Requirements**:
- Previous experience in quality assurance or a similar field
- Strong level of English
- Strong level of at least one of the following languages: French, German, Spanish, Dutch, Swedish, Norwegian, Danish, Finnish, Arabic, Hebrew, Polish, Italian
- Able to adapt to change in the work environment
- High level of organization skills, time management, analysis, and implementation
- Punctual, reliable and must have strong communication skill
- Able to work in a team and produce quality output under tight deadlines
- Strong verbal and oral communication skills
- Self-motivated and strong analytical skills
- Attention to detail, prioritization skill, and time management
- Quick learner with a positive attitude
- An empowered team member, a process-oriented thinker
- Good communication skills, both verbal and written
- Excellent data collection and analysis skills
- Strong attention to detail
- Ability to work daytime shifts Monday - Sunday
Please note, that this position is open to **Freelancers only.**
COVID-19 considerations:
Home-office / remote work
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