Quality Coach

...enthusiastic and outstanding! ... helpful and present! ...young and smart!... ah, almost forgot:
also good-looking!...

This is in a nutshell the Lugera team in Romania.

A bunch of dedicated, happy people ready to face in a natural, positive and friendly fashion all your challenges... a bunch of people at the service of people, unconditionally!

We started with hope in our souls and a smile on our faces when many others were there, way ahead of us.
We managed to make our voice heard out loud and the warmth of our hearts touched each and every recruitment we accomplished... why? ...because we are caring people, driven by the power of
“WE CAN DO IT!”

And you know what? We continue this way! And Lugera Republic is whatever republic should be: smiles on every face, glamour on every "street", laughter and success in every "building"!

Everyone who applies for a Lugera job is officially a citizen of our republic!

Strong attention to detail, analytical skills and excellent communication skills;

Good understanding of online search tools;

Experience in a previous quality role would be a distinct advantage;

Fluency in English;

Ability to maintain professionalism and confidentiality with information;

Working as part of a team, it will be required to achieve both individual and team goals;

Ability to deal with problems and solve them effectively;

Very customer service focused, with the ability to deal both with your colleagues, team manager and customers in a friendly, respectful and polite manner;

Strong multi-tasking with excellent time management skills;

Must have the ability to work in a shift pattern.

Providing guidance and direction to agents in best practice methodology using client guidelines and process;

Ensuring that support is given on an individual basis to meet agreed internal and customer satisfaction targets;

Supporting the Quality review process by auditing an agreed number of cases per agent per day;

Providing feedback to the Team Manager on a regular basis to support them with performance management;

Maintaining statistics of all audits for analysis and reporting purposes;

Providing assistance, support and training materials to the local team;

Responsibility for the quality of new members of the team;Monitoring the levels of quality provided to customers using customer satisfaction feedback and internal quality;

Providing daily / weekly / monthly updates;

Participating in weekly conference calls with internal and client Quality teams;

Identifing and implementing initiatives to drive up Customer Satisfaction.

Voxpro partners with some of the world's most exciting, innovative and disruptive tech organizations to support their customers by delivering the world’s best customer experiences.

Working Life at Voxpro:

At Voxpro, they pride themselves in being part of a highly motivated and capable family of almostdedicated professionals. They constantly invest in their employee experience to engage, acquire and retain the very best talent. They cherish their people and are committed to providing the tools they need to shape their dream career. Voxpro offers a wide variety of professional development opportunities for employees at Voxpro.