Lead of Quality Control and Training

In this role, you will be responsible for overseeing our quality control processes and developing comprehensive training programs to ensure the highest standards of excellence across the project: Development and implementation of a training system architecture for customer support operators; Coordination and supervision of the customer service quality monitoring process, analysis of evaluation results, and preparation of service quality reports; Development and implementation of quality standards and initiatives to improve KPI performance and overall service quality; Conducting training needs analysis based on KPIs and quality assessment results; Creation of training materials and delivery of training sessions; Analysis of training outcomes and providing feedback to customer support operators; Development and implementation of a long-term strategy for improving service quality and personnel development; Development, implementation, and regular updates of customer service standards; Coordination with other departments to ensure a comprehensive approach to service quality improvement; Collection, analysis, and application of customer feedback to enhance service quality; Coordination of customer experience research efforts, preparation of reports, and development of recommendations for process optimization; Creation and maintenance of a knowledge base, scripts, and other materials necessary for operators’ work; Analysis of training and service quality results, preparation of detailed reports for management; Monitoring new trends in customer service and staff training, implementing best practices; Supporting operator motivation through recognition of achievements and providing career growth opportunities; Leading projects aimed at improving service quality and personnel development; Organization and coordination of the Training and Quality Control Department’s work (KPIs, operational issues, reporting).