Russian Quality & Training Manager

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Russian Quality & Training Manager

Russian Quality & Training Manager

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Job responsibilities 


Quality assurance 

  • Monitor quality of service delivery by listening into calls (via VCC) both live and recorded 
  • Define and monitor quality standards re e-mail and phone client communication 
  • Initiate quality process improvements by understanding customer needs and requirements 
  • Oversee all procedures to identify deviation from quality standards and suggest action plans for underperforming agents 
  • Provide daily 1-1 feedback to agents on developmental areas re quality standards 
  • Manage and improve quality reporting processes 

Training 

  • Have full understanding on the project’s product/systems/processes/global standards know-how (available in English) 
  • Transfer the know-how in Russian to the agents and manage individual and group training sessions 
  • Manage integration of new agents and develop Russian training materials if needed 
  • Define the agent assessment/KPI system in cooperation with the Project Leader 
  • Detect & propose training needs based on identified errors (including defining the causes of errors) and translate it into action plans for agents’ development 
  • Conduct feedback sessions monthly for the agents in cooperation with the Project Leader and provide mentoring and summary to CloudAgents HR on agents’ performance 
  • Follow up and drive the completion of CloudAgents Academy program in cooperation with CloudAgents Talent Manager from the HR team 

Job Requirements 

  • Native Russian and fluent English language knowledge 
  • BSc/ Ba in business administration/management/HR or relevant field 
  • Excellent written and spoken communication skills 
  • 5+ years contact center experience from Russian market in similar positions 
  • In depth understanding of quality control procedures of contact center industry 
  • Great analytical and problem solving skills 
  • Solid computer skills, precision of data entry/management 
  • Ability to plan, multi-task and manage time effectively 
  • Great people management and leadership skills with coaching mindset 
  • Attend integration training programs: provided by CloudAgents 
  • Work type: Full time (MSK (UTC+3) time zone) work from home, freelancer partnership (60 days probation period) 
  • Location: Russia 

Other 
Cloud based call center technology environment – virtual sessions and communication channels


If you are interested to join our team, please send your CV to hr@cloudagents.com!
 

 

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