Call Quality Control Specialist

Компания "Citi Fuel (ООО Staff Atlantic)"

About Us: Citifuel LLC (offices in Uzbekistan and the USA), a company providing discount fuel cards in the USA. We are seeking for a CQC.

Job Summary: A Call Quality Control Specialist is responsible for monitoring and evaluating the quality of customer service provided during phone calls, typically in a contact center or customer support environment. This role ensures that customer service standards are maintained and helps improve the overall customer experience.

Their duties include:

• Listening to recorded calls or live monitoring customer interactions.
• Assessing adherence to company policies, procedures, and scripts.
• Providing feedback to agents to improve communication and service quality.
• Identifying trends in customer complaints or service issues.
• Collaborating with training and management teams to enhance overall service performance.

Qualifications:

1. Education:
• A high school diploma or equivalent is often the minimum requirement.
• A bachelor’s degree in business administration, communications, or a related field is preferred but not always mandatory.
2. Experience:
• Prior experience in a customer service or call center environment (typically 2-3 years).
• Experience in quality assurance, monitoring, or training within a call center is often preferred.
• Knowledge of CRM (Customer Relationship Management) software and call recording tools.

Skills required:

1. Communication Skills:
• Excellent verbal and written communication to provide clear, constructive feedback to agents.
• Ability to evaluate customer interactions with attention to detail.
2. Analytical Skills:
• Strong analytical abilities to assess the quality of calls, spot trends, and identify areas for improvement.
• Proficiency in data collection, reporting, and analysis, often using tools like Excel or quality monitoring software.
3. Attention to Detail:
• Keen observation to notice subtle issues during call evaluations, such as tone, adherence to scripts, or missed opportunities for upselling or issue resolution.
4. Technical Skills:
• Familiarity with call recording systems, quality assurance software, and CRM tools.
• Basic knowledge of office software (e.g., Microsoft Office Suite) for reporting.
5. Interpersonal Skills:
• The ability to provide feedback constructively and diplomatically, fostering a positive work environment.
• Teamwork and collaboration with supervisors, trainers, and agents.
6. Problem-Solving:
• Identifying process gaps or recurrent service issues and recommending solutions.
7. Time Management and Organization:
• Managing multiple evaluations and tasks efficiently without compromising quality.

What We Offer:

• Office in Tashkent;
• Official registration;
• Work according to American time EST (19:00-03:00 Tashkent time);
• 5-day work week;
• Opportunities for growth and professional development;
• А supportive team environment that values innovation and creativity;
• The chance to make a significant impact in a vital industry;
• A competitive salary package and benefits.

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