Кариери

Всеки търси служители, ние търсим хора

Head office - Retail Banking

Vratsa, valid to 31.08.2025

Monitor and ensure that the provided level of support by the consultants meets the established quality standards and customer expectations
Help with the consistent performance improvement through structured feedback and coaching sessions with each of the consultants
Keep a good Quality control documentation for reporting and monitoring of the quality metrics
Review and evaluate handled interactions by the consultants via phone, chat and email and perform live shadowing sessions
Perform root cause analysis
Takе part in team meetings and discussions on process improvements.
Take part in Calibration sessions
Customer feedback analysis (NPS)
Increase the quality efficiency by applying necessary changes
Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance the total customer experience
Help with identifying training needs and with material creation for specific training sessions
Help with creating Knowledge Base content
Lead Quality standard sessions for the consultants

Over 2 year of relevant quality assurance experience preferred
Experience working in a contact center environment
Demonstrated understanding of contact center processes and procedures
Critical thinking with the ability to contribute to challenging assignments in a business-critical environment
Ability to multitask and work independently with precise detail and follow-up sessions
Demonstrated analytical, organizational and great communication skills
Proactive attitude, self-driven and results oriented
Comfort in different tools usage (Microsoft Excel, Word, PowerPoint, Outlook, Cisco, etc)
Great coaching and feedback skills
Attention to detail and Root cause analysis skills, recognizing patterns
Reporting and Data analysis skills
Problem solving skills
Fluency in English is preferred

Being part of an unit to serve as an Excellence Center for sustainable transition
Food vouchers in the amount of 200 BGN per month
20 + 5 paid days holiday leave
Additional Health Insurance
Favorable conditions for housing and mortgage lending, as well as for bank products and services
Bonus scheme depending on the achieved results
Preferential conditions for Multisport / CoolFit card
Discounts in various companies
Refer a Friend Bonus