Quality grading specialist (polish/russian/english speaking)

Job Description
- Participates in customer listening programs to identify customer needs and expectations.
- Monitor the effectiveness and quality of incoming calls, emails, and other ways of contact.
- Determine weaknesses in performance and establish solutions to improve.
- Ensure compliance with the company's quality systems.
- Generate and maintain feedback and coaching documentation./Provides feedback to call center team leaders and managers.
- Offer daily/weekly feedback via verbal & written communication.
- Provide analytical work, the provision of statistical reporting (formulas, tables, graphics, charts).
- Develop a training plan and conduct staff training.
- Develop and implement materials necessary for the work (checklists, scripts, guidelines, instructions, tests, standards etc).

Qualifications
- 2 years of call center customer care experience, preferably in a technical environment.
- Excellent communication skills both written and verbal Polish, Russian and English are required.
- Strong attention to detail, exceptional listening, and analytical skills.
- Strong knowledge of customer care processes and techniques.
-Ability to effectively train staff (call center agents, sales representatives, store agents)