Call Centre Quality Assurance Exec – Spoken English

თარიღები: 09 თებ - 09 მარ
მდებარეობა: თბილისი
დასაქმების ფორმა: სრული განაკვეთი
გამოცდილება: 1 - 2 წლამდე
ენები: ინგლისური
ელ. ფოსტა: hrge@shawacademy.com
ადმინისტრაცია:  ქოლ ცენტრის ოპერატორი

Job Description:

Call Centre Quality Assurance Exec – Spoken English

Shaw Academy is the #1 provider of personalized accredited education at scale on the planet, educating hundreds of thousands of new students every month. Our mission is to deliver great education accessibly and affordably to everyone, everywhere. Due to explosive growth we are expanding our team into Georgia and are looking for people who share our vision and enthusiasm to re-skill and up-skill the world.

Founded in 2012 and headquartered in Dublin with Centers of Excellence in Bangalore, the US & Cape Town, our organically grown business now employs over 340 full-time staff. The Company is privately owned, well-funded and continues to attract considerable funding interest from Institutional and Strategic Investors.

If you would like to be one of the first to join this exciting new team in Georgia, we are looking for the following:

 

Desired Skills and Experience:

  • Fluent in English - Most important aspect of the role.
  • Minimum of 1-2 years’ experience in a similar role.
  • Friendly personality
  • A hunger and drive to overachieve and succeed.
  • Thrives in dynamic, entrepreneurial environment
  • Knowledge of online education a plus

 

Responsibilities:

  • Assess and set standards for each role
  • Identify individual development needs and provide constructive feedback
  • Provide expert technical information/ advice to operations and sales staff
  • Provide reports to team leaders with regards to team and individual performance
  • Provide direct and indirect feedback to consultants actively influencing quality performance and business standards
  • Continuously assess processes, procedures and business rules to identify areas for improvement
  • Manage change regarding new products, compliance and regulations, ruling etc
  • Be the business process and product knowledge expert
  • Create and define processes for assessment
  • Audit validity and authenticity of calls
  • Build positive relationship within the team
  • Create an environment that facilitates strong performance whilst ensuring you achieve specific and agreed targets
  • Demonstrate the ability to positively engage peers and senior management
  • Ensure that the quality requirements in place are fulfilled and goals are consistently achieved
  • Identify and follow up on calls that are not closed in a timely manner
  • Identify and assist with calls that have been incorrectly handled by advisors
  • Report sub-standard calls to management
  • Prepare and update advisors performance statistics daily, weekly and monthly

 

Why work with Shaw Academy:

  • Competitive Salary
  • Day shift and night shift position available
  • Uncapped monthly Commission/Bonuses
  • Opportunities to Learn and Develop
  • Career Growth and Advancement in a well-funded online education start-up

 

 

Please send your resume in English to: hrge@shawacademy.com and indicate the position title in the subject line. Applications are considered on a rolling basis until the positions are filled - early applications are preferred. Successful applicants will be able to demonstrate success in all job requirement areas.

Precision Services LLC (the employer) is the exclusive employment partner of Shaw Academy in Georgia. By sending your CV to the potential employer, the applicant gives the right to Precision Services LLC to process his/her personal data presented according to the requirements of Georgian Legislation. The personal data is processed/kept by the potential employer before concluding the labour contract and/or during the respective period described by the Georgian legislation after termination of labor relationship in order to select the applicant, check the competence and qualification of the applicant, and/or establish labor relationship with the applicant. The employer reserves the right to disclose the CV of the applicant to the third parties.

 


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