За компанијата: ФД ФИНМАК ДОО Скопје со брендовите Тиго и Бонго е современа компанија со високи професионални стандарди која нуди лесни и брзи решенија за микрокредитирање на физички лица. повеќе за компанијата »

Tigo Finance is a leading fintech company in the region, providing a scope of financial services, including short term and personal loans. Based on the proven experience and achievements in the industry with headquarters in Skopje the company aims to offer microfinance services to private individuals with the simplest, quickest and most convenient borrowing process for the customer.

We are looking forward to meeting our future colleague, and we truly believe that you will be a very valuable team member who will bring new professional competencies to our company. Join us as: 

Quality Control specialist

This role will involve:

1. Maintain and develop internal support and call centre quality standards;
2. Review a subset of support and sales agents’ conversations (calls, emails, chat, etc);
3. Calls evaluation in accordance with approved evaluation forms;
4. Accompany evaluations with meaningful and constructive feedback;
5. Discuss and explain feedback with Head of department and Team Leads in regular meetings;
6. Help agents improve their performance with specific instructions and constant support;
7. Map the need for training and onboarding programs and initiate these projects;
8. Monitor customer service and sales performance on the agent and team level;
9. Create reports that reflect Quality control performance
10. Participate in calibration sessions to maintain consistency in internal evaluations.

The candidate on this position will report directly to the Head of Department/Country CEO and/or Group Client Service Process Manager in our HQ in Riga, Latvia.

The Ideal candidate will demonstrate:

1. Experience in the customer service space;
2. Hands-on experience in quality assurance;
3. Great people skills and ability to communicate (negative) feedback;
4. Good organizational skills;
5. Examples of data visualization abilities and understanding of support metrics;
6. Perception of basic business metrics and how Quality control   impacts those;
7. Problem-solving capabilities to create meaningful strategies to improve quality of calls.

The Company will provide: 

• Competitive salary;
• Opportunities for further development,
• The chance to get international business experience;
• Top of the line technology for professional usage;
• Modern facilities;
• Wellness programs and discount benefits constantly updated by HR department; 

 

If you think you are a real candidate who strives in quality control, please send your CV in English using the Apply option.

The selection will be made in accordance with the conditions and deadlines in the Law on Labour Relations. TIGO Finance reserves the right not to select any candidate.

Upon application, the candidate agrees that his / her personal data listed in the CV and cover letter should be stored in the database and processed by TIGO Finance within 1 year from the date of expiration of the selection deadline. The candidate has the right at any time to withdraw the given consent for storage and processing of his personal data in accordance with the Law on Personal Data Protection.

The company is committed to creating a diverse environment and is proud to be an equal opportunity   employer.

Please note that only selected candidates will be further contacted for interview.

Financial company TIGO Finance DOOEL Skopje