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 flags high-risk calls or situations, proactively alerts management to potential issues that may require immediate attention or intervention
- Performs any other duties related 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
- 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
- Competitive salary
- Private health insurance
- Discretional bonus
- Referral bonus
- Flexible working hours
- Corporate lunch every Friday
- Corporate and social events
- Professional growth and training opportunities
All CVs will be handled with the utmost confidentiality.
