CMX Solutions LLC, a German company operating on the Georgian market since June 2016, providing outsourced customer care services is announcing open job position Quality Analyst.

Responsibilities:

•                 Champion, support, and lead quality improvement initiatives in cooperation with client’s Quality Management Department
•                 Ensure all process owners and supervisors develop and maintain their part of the quality management system
•                 Maintain a keen understanding of industry standard quality assurance and monitoring trends, developments, and best practices
•                 Lead and direct all quality monitoring and coaching initiatives. This will involve working closely with Contact center manager, Team leads to ensure accurate and consistent quality monitoring and coaching strategies to ensure that Contact Center is meeting or exceeding expectations
•                 Develop and cultivate collaborate relationships with Operational and Site owners, peers, and other resource groups and ensure effective, consistent communication as well as client’s staff
•                 Interpret quality control philosophy to key personnel within company
•                 Formulate, document and maintain quality control standards and on-going quality control objectives
•                 Support the development and maintenance of a customer-focused culture within the Contact Center
•                 Investigate and correct customer-related issues and complaints relating to quality

Required Qualifications:

•                 2+ years’ experience in a Contact Center environment (preferably on a Quality management related position and/or team lead position)
•                 Demonstrated ability managing and implementing quality monitoring systems / platforms
•                 Demonstrated experience leading quality team(s) and initiatives within a customer service or contact center environment 
•                 A drive for accuracy, problem solving, and analysis
•                 Proficiency in Microsoft Office software, especially Excel
•                 Demonstrated ability to mentor, coach, and provide direction to a team of employees
•                 Must be a self-starter with strong drive for quality results
•                 Fluent in English, both spoken and written
•                 Fluent in German (C2 level minimum) is a must

  
We offer:

•          Motivating working environment focused on progress and continuous growth
•          Possibility to be part of an international team and develop
•          Competitive remuneration package
•          Working hours Monday -Friday

Please send your CV and motivation letter in English on e-mail:jobs@cmx-solutions.comuntil 15.11.2017.