QUALITY CONTROLLER WITH GERMAN AND ENGLISH

Skills
- Excellent command of German and English (speaking, writing, comprehension)
- Very good communication and listening skills
- Good computer literacy
- Attention to detail and accuracy

Personal qualities
- Autonomy, tact and the ability to work directly with international clients
- Team spirit
- Customer focus and client-oriented approach
- Adaptability, initiative, proactive attitude
- Aptitude for learning new things and bringing value to the team
- Capacity to keep calm in high-pressure situations
- previous call centre experience it's a must

The general tasks of the Quality Controller are the following :
- follow-up the quality of the work of agents, using the tools defined for the project (quality evaluations/analysis)
- provide feedback to each agent regarding the quality of his/hers work, provide global feedback to the team
- communicate to the team the new work procedures when necessary (by using the projects intranets and by organising reunions with the team).
- consolidate the quality reports and alert the Quality and Training Manager and the team management on any issue discovered
- communicate with the client regarding the quality indicator
- participate in the training process when designated as trainers

CallPoint New Europe is a multilingual contact center and BPO provider, delivering high quality services since 2004. The company has 1000 positions over three delivery centers: Sofia and Plovdiv (Bulgaria) and Bucharest (Romania).

CallPoint New Europe JSC (CallPoint) is a multilingual contact centre and Business Process Outsourcing (BPO) provider, delivering high quality services since 2004. The Company has got 1,000 seats across its three delivery centres: Sofia and Plovdiv (Bulgaria) and Bucharest (Romania).

A leading company in the outsourcing industry in Eastern Europe, CallPoint is ISO 9001:2008 (Quality Management System) and ISO 27001:2005 (Information Security Management System) certified; as well as a PCI DSS Compliant Service Provider. The Group delivery centres are highly secured – all based in A-class business parks and equipped with the latest contact centre technologies.

CallPoint is privately held, with the European Bank for Reconstruction and Development (EBRD) as a shareholder.