QA AND OPERATIONS SUPPORT SPECIALIST WITH SPANISH

Sun Finance

  • Latvija
  • Pastāvīgs
  • Pilna laika
  • 14 days ago
SUN FINANCEAt Sun Finance you will be a part of a company where everything is possible. Here we set only the highest goals and work hard to reach them. Our team's success-oriented mindset has allowed us to land at the very top of Europe's fastest-growing fintech ranking twice and not to stop at what's been already achieved. We believe in the power of companionship - supporting our colleagues and sharing knowledge is an important part of our every day life. Managed by seasoned professionals in finance, IT, risks and fintech, Sun Finance will offer an opportunity for you to grow along with us.Join Sun Finance!P.S. We also know how to have fun.JOB MISSIONQuality Assurance and Operations Support Specialist (QA) is responsible daily local operations support and performance quality assessment of call center agents of who deal with our existing and potential customer. The specialist will monitor inbound and outbound calls to assess agents behavior, technical accuracy, customer service performance, and compliance to company policies and procedures. QA will assist in clients' application review, communication adjustments, call center quality processes and procedures development and implementation; as well as making recommendation for enhancements to training materials as needed to enhance the overall agents' performance.OUTCOMES
  • Participates in design of call monitoring formats and quality standards
  • Performs call monitoring to ensure compliance with Company's policies
  • Participates in call listening programs to identify customer needs
  • Coordinates and facilitates call calibration sessions and trainings for call center staff to develop their soft skills
  • Reviews clients' applications, verifies identity and provided data
  • Reviews communication content, its compliance and quality
  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review
REQUIREMENTS
  • Fluent in both Spanish and English
  • Call Center Experience is an advantage, but not a must
  • Perfect verbal, written and interpersonal communication skills
  • Focus on quality and customer service
  • Exceptional listening and analytical skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Ability to multitask and successfully operate in a fast-paced, team environment
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Proficient with Microsoft Office (intermediate Word, basic Excel)
BENEFITS
  • Health insurance
  • Well-being activities, surprises, and birthday gifts (sporty challenges, mini competitions with prizes)
  • Supporting self-driven learning (i.e., paid conference fees, relevant Udemy courses etc.)
  • Receive bonuses for long-term cooperation like extra holidays, etc.
  • Free coffee & soft drinks to fuel those tough mornings
  • Variety of snacks and soups at the kitchen
  • Enjoy the private gym
  • Learn and grow in a company of over 10 nationalities
  • No suits! Unless it's Carnival or Halloween
  • Salary range 1000 - 1400 EUR gross depending on work experience, education, and skills

Sun Finance