On behalf of our client, a specialized company for outsourced omnichannel customer support, experience, and complaint handling, we are looking for a Call Monitoring Officer to be based at their offices in Limassol, Cyprus.
Main Duties and Responsibilities:
- Listens to recorded calls to assess agent performance in terms of communication, problem resolution, customer service, and adherence to company policies.
- Ensures compliance with regulatory requirements, internal policies, and customer service protocols.
- Prepares detailed reports on call quality and performance, highlighting strengths and areas for improvement.
- Performs regular audits of calls to ensure continued compliance with company standards.
- Assists in developing call scripts, guidelines, and best practices based on monitoring results
- Identifies and flag high-risk calls or situations, proactively alerting management to potential issues that may require immediate attention or intervention.
- Any other rule relating to the above
Job Requirements:
- Bachelor’s degree in business administration, communications, or a related field
- 2 years of experience in a call center environment, preferably in a quality assurance or monitoring role.
- Excellent communication skills, both written and verbal in English (other languages will be advantageous).
- High attention to detail and ability to evaluate multiple criteria simultaneously, with strong analytical and observational skills.
- Proficiency with call monitoring tools and customer relationship management (CRM) software.
- Ability to provide constructive feedback and motivate employees to improve performance.
- Strong problem-solving and decision-making skills.
- Ability to work independently as well as part of a team.
- Ability to work with confidential information and maintain high levels of integrity and professionalism.
- Flexibility to adapt to changing business needs and priorities.
- Strong understanding of customer service principles and practices.
Benefits:
- Attractive remuneration package according to qualifications and experience.
- Private Medical Insurance after completion of the first 3 months of employment.
- Discretionary performance bonus and annual salary review.
- Employee Referral Bonus.
- 21 days of Annual Leave.
- 5 days of Paid Sick Leave.
- Corporate discounts.
- Free snacks and beverages daily, complimentary lunch on Fridays and sweet Mondays’ brunch to seize the week.
- Amazing Opportunities for career advancement vertically and horizontally.
- Magnificent Corporate Events and Team building activities.
All CVs will be handled with the utmost confidentiality.
