Junior Quality Assurance Officer (VAC-17980M)
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#SR09781 Τύπος: Πλήρης Απασχόληση
Reference: VAC-17980M
Company: CySEC regulated Forex Company.
Location: Nicosia
Salary: Competitive salary based on skills and qualifications + medical insurance
Job Detail
Our client in Nicosia, an established CySEC regulated Forex Company is looking for a Junior Quality Assurance Officer to join its fast-growing team.
Responsibilities:
- Monitors then grades phone-calls and e-mail exchanges to establish if the company’s employees make use of proper techniques in achieving their goals and targets
- Reviews the staff’s work quality by making use of call recording systems and applications
- Provides data to the management team on daily call monitoring
- Works with the team members to ensure either positive or negative feedback on monitored calls and emails
- Identifies opportunities for improvement on performance, procedures and customer experience, based on root cause analysis
- Creates daily reports to outline the number of calls available in all systems and highlights the performance level for each recording that is analysed
- Performs root call analysis on missed quality goals
- Develops and recommends action plans to reduce or eliminate the root cause and improve operational performance
- Reports to the COO and upper management
- Stays current with relevant guidelines, policies and all regulation changes that may occur
- Conducts all assigned job duties in a timely and productive manner
- Provides, upon request, trainings for new Quality Assurance agents
- Ensures compliance with all Company quality procedures and guidelines, including, but not limited to Quality Policy and Code of Business Conduct and Ethics
Requirements:
- University / College Degree in Business or other related field
- (Near) native English speaker
- Excellent presentation and persuasive skills
- Excellent quantitative and analytical skills
- Ability to organize work, set priorities and work effectively in a diverse environment
- Disciplined, self-motivated & reliable; able to stay focused on a task and work independently
- Motivated to perform quality work
- Diligent about arriving to work on time and completing assigned tasks in a timely manner
- Possesses a can-do attitude with excellent interpersonal skills and the ability to interact and build strong working relationships within all levels of the organization
- Ability to work in a team environment and adapt to changing workload and circumstances effectively
- Able to respond to new information quickly
- Proficient in Word, Excel, Power Point, and Outlook required
- Knowledge of relevant regulatory requirements
The working days are from Monday to Friday, 9am – 6pm
To apply for this vacancy please send your CV to admin@smstaffmatters.com with subject: Junior Quality Assurance (VAC-17980M).