Call Center Quality Assurance Coordinator

Conectys is a global organization with centers on 3 continents and in 7 countries. We are all about transparency, modesty and growth. We also strongly believe in Fun@Work, so much that we’ve made it one of our core values.

We have the best possible clients in gaming, high tech, travel, retail, finance and other key industries.

Conectys is fueled by people. Employee engagement, initial and ongoing training, flexible work hours, incentives, “Pizza with the CEO”, Fruit Days, Happy Hours, employee-driven CSR programs, Open Door Policy or trips to client sites are just examples of what YOU will experience in Conectys. We are also recognized for premium BPO services with 10 awards received in the past 3 years alone.

Conectys is seeking a Quality Assurance Coordinator to join the team!
This role is responsible for the daily supervision and progress of a team of Quality Assurance Analysts and with providing training as needed to both new hires and experienced colleagues.

Requirements:
• At least 1-2 years of QA experience in a call center environment;
• Previous experience in delivering trainings;
• Technical experience (at least 1 yr of having worked on a technical project) - affinity towards software and hardware
• Experience of coordinating teams is a plus;
• Excellent oral and written communication skills adaptable to customer needs;
• Ability to work independently without continuous supervision and guidance, to be flexible under pressure conditions and in a fast changing environment;
• Ability to analyze, to explain information and make the best decision in order to provide accurate, complete and prompt solutions;
• Ability to quickly learn, focus, have a flexible thinking and emphatic behavior;

• Effectively assists/ coaches/ mentors QA Analysts with questions and problems associated with the activity handled and is related to the information part of the training delivered;
• Makes sure the quality of the QA Analysts and CSRs is within the agreed levels and initiates proactive or corrective actions (suggests retraining sessions, areas of improvement, analysts targeted, etc.) when necessary;
• Ensures effective procedures / process updates / reminders are delivered in due time, both in writing and orally;
• Analyses all procedures / tools / procedure updates related to the areas under ownership in order to identify any flaws; communicate findings or make correction suggestions to the respective issuers;
• Ensures that only the latest versions of procedures are used and obsolete versions are removed from the documentation platform;
• Prepare operational quality analyses for the projects coordinated and as required by the direct manager;
• Performs Internal Audits when required for the QA Analysts and makes recommendations for continuing education of staff based on QA audit findings;
• Maintains the audit process for all new hires in all departments and assists supervisors and managers with staff on a performance action plan;
• Tailors best audit methods in order to assure highest quality possible from all QA Analysts;
• Works with appropriate manager/supervisor to evaluate the performance of staff during orientation period;

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.