Junior Call Center Quality Assurance

Mellon Romania, a subsidiary of Mellon Technologies and member of Mellon Group of Companies, was founded in 2001 in Bucharest. Our offering consists of specialized technological solutions and value added services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers and large Private Companies.

- Minimum of 1 to 2 years in a call center quality assurance environment and/or relevant Team Leading experience on monitoring inbound/outbound employee calls is helpful will be taken into consideration.
- Experience with coaching and using a consultative approach towards delivering feedback;
- Effective verbal and written communication skills;
- Excellent organizational skills required to prioritize and to perform multiple tasks in a fast-paced environment with focused attention to detail.
- Microsoft Office very good Knowledge, with emphasis on excel and word;
- English Language Fluent

- Monitor and score inbound and outbound calls taken by call center representatives;
- Provide qualitative feedback on compliance, customer experience, and call center representative accuracy;
- Proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings;
- Quality Reporting;
- Facilitate calibration sessions with the call center to ensure scoring accuracy and share best practices for coaching and monitoring;
- Recommend procedural changes and training opportunities to department management
- Deliver performance feedback to assigned managers;
- Responsible for new hire and current employee continued training for Call Center positions.

The company offers an excellent working environment, training and career development opportunities.