Quality Assessment Specialist (Kabanchik Customer Service) in EVO

About the project:

Kabanchik.ua is an online service for finding private specialists to solve household and business tasks. The site unites customers of services who need to perform certain work and competent, proven specialists of various professions who are looking for additional income.

Every year on Kabanchik.ua creates about 700,000 orders in various categories. These include standing in line, walking the dog, repairing a faucet, developing a website, and even helping with the organization of a hand and heart proposal.

About the team:

The Kabanchik.ua support team currently has 7 specialists, including mentors and team leader. The team's mission is to take care of users, positively influence their customer experience, promptly and qualitatively solve their requests. The mission of a quality specialist is to help the team communicate information correctly and simply to users, adhere to internal processes and Tone of Voice. The most frequent interaction in this position will be with colleagues in the team, the leader and colleagues from other departments (development, marketing, finance, legal).

< strong style="font-weight: 700">What is important for this role:

• experience in training newcomers and conducting onboarding/adaptation
• experience in providing quality feedback to colleagues/employees
• ability to write texts clearly, explain simple complex information both in writing and orally
• a sincere desire to help each client, looking for both standard and non-standard ways
• fluent command of the Ukrainian language, literacy in oral and written communication
• readiness for telephone communication with users (outgoing calls NPS/ resolution of controversial situations)
• ability to work with negativity and disputes: willingness to find and offer ways out of controversial/difficult situations to the parties
• quick typing, computer literacy (confident PC/iOS user /Android and Google Workplace, knowledge of basic key combinations, etc.)
• ability to find information and make non-standard decisions independently
• flexibility: positive perception of changes, speed of adaptation to new work processes

Would be preferred:

• experience as a quality specialist/team leader/supervisor/training specialist in the support department
• experience in building a quality system (creating checklists for checking dialogues, etc.)
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Tasks:

• training of new employees of the Kabanchik.ua support team and their onboarding/adaptation
• assessment of the quality of work team (dialogues/moderation/calls)
• work with quality indicators and NPS (conducting team calibrations, providing developmental feedback to employees, creating regular product knowledge testing, etc.)
• updating help and other documentation, according to changes in the product
• working with service users in social networks
• resolving controversial and conflicting situations
• other tasks that are related from team/project KPIs

Software that will be used in the work :

• Zendesk, HelpCrunch
• Confluence, Jira
• Google Workplace
• Slack
• internal admin

Stages of selection:

• resume selection
• acquaintance with the recruiter
• test task
• interview with the leader
• test task #2

We offer:

• work in an interesting project (some of the tasks that are closed at our site: remove a cat from a tree or help carry a grandmother to the 5th floor), in a friendly team and with support
• mentoring and training - during the adaptation period there will be a mentor who will help to understand all the nuances of work
• main work schedule from Monday to Friday 09:00-18:00 (with the possibility to work if necessary according to the schedule 8:00-17:00/10:00-19:00 and sometimes Saturday/Sunday, which is compensated by a day off on weekdays)
• official employment in the company's staff
• timely salary salary (rate 19,000 UAH + bonus up to 3,000 UAH after the adaptation period)
• 24 calendar days of paid vacation per year, unlimited sick days
• remote work with the possibility to visit office in Kyiv
• medical insurance
• services of a corporate psychologist