About us:

Lycamobile’s mission is to connect friends and family around the world. As the world’s biggest international mobile virtual network operator (MVNO), Lycamobile provides low-cost, high-quality data and voice services to over 14 million customers across 24 countries. Founded in 2006 Lycamobile continues to grow rapidly and now welcomes a new customer to its family every two seconds.

Expanding our business operations in Macedonia, we are looking for the following position to join our Customer service department:

Quality Assurance Analyst

Key role responsibilities:

• Participating in design of call monitoring formats and quality standards;
• Performing call monitoring, identifying errors and best practices on the call;
• Documenting call behaviors and giving appropriate feedback to the customer service agents;
• Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines;
• Identifying call drivers and reporting to Quality Manager;
• Using appropriate data management system to compile and track performance at team and individual level;
• Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback;
• Providing training team with actionable data as and when required;
• Providing feedback to Call Centre team leaders and managers;
• Preparing and analyzing internal and external quality reports / presentations for management staff review;
• Performing translations, IVR recordings and language assessments

Required professional skills:

• Must be fluent in Spanish and English language
• Previous industry knowledge and / or work experience in Quality Assurance would be preferable
• Highly developed analytical and problem-solving skills
• Excellent reporting skills
• Ability to deal with pressurised situations calmly and efficiently

If you are interested in a new exciting opportunity, we are looking forward for your applications, including your CV in English, naming the position you applying for at the following e-mail address: [email protected]