Quality Control Agent in Mriya

Mriya is a public educational ecosystem for students, parents/guardians and teachers that inspires learning and helps find yourself in today's world. This is an initiative of the President of Ukraine, Volodymyr Zelenskyi, which is implemented by the Ministry of Statistics and the Ministry of Education and Culture with the support of the EGAP Program, which is implemented by the Eastern Europe Fund at the expense of Switzerland. If you want to be in the team of those who are changing the approach to education, respond to the vacancy as soon as possible!

We are looking for a person who will help us make customer service even more impeccable.
The key challenge is to strengthen the built-in quality control process: increase the regularity of checks, provide constructive feedback to agents and agents, and help systematically improve the level of service through the analysis of errors and metrics.  

Our team is looking for a person who:

• Has at least 1 year of experience in the field of customer support, supervision or quality control
• Fluent command of the Ukrainian language - spoken and written
• Attentive to details, analytical thinking
• Able to convey his opinion constructively
• Has an understanding of customer service quality standards
• Confidently speaks Google Docs and Excel (work with tables, filters, basic formulas)
• Has a basic understanding of key service metrics - CSAT, NPS: what they mean and how they affect the quality of the customer experience
• Works autonomously on his area of responsibility, while also being able to work in a team
• Has a completed higher education

What you will do:

• Check quality of service: calls, chats, compliance with scripts and processes
• Identify errors and turn them into development: prepare personal feedback for agents and agents
• Compile regular inspection summaries, make analytics and look for points for improvement
• Implement quality changes

Your work in the Dream team:

• Full employment
• The first two months — work in the office (there is a shelter), after that — a hybrid schedule
• Working on a really important project for Ukraine
• Dream Team in the literal sense of the word

Hiring stages: interview with HR (30 min) > test > technical interview with QS Lead (60 min) > personnel screening > final interview (15 min)

If this is not for you, but you know someone who is made for this job, please recommend!