Are you a Turkish-speaking Customer Support expert? Are you ready to take your career to the next step while working for one of the world´s leading social media brands?
The Role
As a Quality Assurance Specialist, you will be responsible with the following:
Perform audits on recorded and live client interactions and provide evaluation feedback to call center agents through QMS
Conduct regular one on one or group calibration to ensure evaluations are aligned based on business requirements
Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market nuances
Highlight trends and red flags to the business for better improvements
Ensure accurate maintenance of sample calls/chats library in accordance with local legal requirements
Collaborate with internal and external stakeholders, highlighting QA trends and insights to the business
Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
The Requirements
Bachelor degree
Minimum of 6 months experience in a sales or call center environment with Quality Assurance experience
Excellent interpersonal and communication skills
Bilingual fluency in Turkish and English
EU Passport
Self-motivated, entrepreneurial, and comfortable dealing with ambiguity
Ability to work in a fast-paced environment
Strong attention to detail, ability to identify explicit and implicit signals, which may translate opportunities for our agents
Coaching experience is a plus
Experience in the advertising industry is a plus
The Offer
Opportunity to work in a fast growing company and in a multinational environment
Opportunity to grow in the organization and build a successful career path
Access to a variety of benefits
Personal and professional development through a variety of training programs (hard/soft skills)
