Head of the quality control department of the contact center in Flowers.UA

Flowers.ua is a national flower and gift delivery service throughout Ukraine and a leader in flower delivery for more than 20 years. Our mission is not only to deliver flowers, but also to give joy, good mood and emotions to our customers at any distance! Due to active development, we invite to our team the Head of the Quality Control Department of the Contact Center. Our requirements : work experience of 3 years in a similar position; excellent analytical skills and the ability to work with large volumes of data; excellent knowledge of Excel, Google spreadsheets; experience in automating and building processes; high responsibility and orientation to results; desire to learn and develop in the field of control quality of service; competent oral and written Ukrainian language. Personal qualities: courage to offer and argue one's views/decisions to improve the company's service; the ability to succinctly and correctly express one's thoughts in business correspondence; attentiveness, initiative, the ability to work in multitasking mode, analytical mindset ; excellent communication skills and leadership qualities. Functional responsibilities: organization of a full-fledged quality control department for services provided by the company to the Client; management of the quality control department of the contact center, ensuring effective work and fulfillment of customer service standards; formation of a quality control department (hiring , training, management, assignment of tasks and control); identification of problem areas, analysis and elimination of weak points in customer service; listening and analysis of call records; reporting on the results of processing call records and data from CRM; development of non-standard scripts for providing feedback communication with customers; analysis of indicators of the quality control department, identification of difficulties and provision of conclusions and hypotheses to improve results; development and finalization of regulations, scripts, upgrade of business processes; accounting of NPS (increasing the level due to feedback to employees, timely response); interaction with various divisions of the company. It will be an advantage: experience in conducting various trainings for employees. We offer: work in a large, stable company; work schedule 5/2; comfortable office in the city center; young and friendly team, management and employees are maximally involved in the development process company; salary is discussed at the interview. We are trying to introduce more modern technologies, automate the CRM system, constantly improve and move forward! If you are interested in this offer, please send your CV. We look forward to the opportunity to meet you. See you at the interview !