Quality Assurance Specialist - Uzbek

Your role at Xevera: The Quality Assurance Specialist is responsible for assuring the quality of all client-facing communications. This includes audits of client and chatbot transactions, text, audio and video communications on the help centre and/or service centre. It also includes evaluation of DSAT survey feedback. This role is responsible for reporting on quality compliance, identifying root causes , making recommendations for improvement and developing improvement action plans. You will: - Responsible for monitoring the transactions of our client-facing commercial employees through their call conversations with clients - Provide coaching and feedback sessions on a weekly/bi-weekly/monthly intervals for our Commercial employees - Conduct Audit-the-auditor for the monitorings done by Team Leaders for Customer Support and provide feedback on how to improve - Conduct monitoring for the Chatbot to ensure the veracity of the details provided - Provide insights on what we can improve through scrubbing DSAT survey results - Conduct audits for the contents of Help Centre to ensure that it would only contain updated and accurate information as well as easy to digest for our readers - Support regional interventions focusing on product updates, pain areas and areas of improvement - Participate in calibration sessions and ensuring that alignment is achieved against the target variance - Conduct root-cause analysis to properly identify gaps through feedback session - Attend and collaborate with other team members through sync meetings - Responsible for ensuring that all he/she's up to date with product knowledge through different mediums such as Monthly Quizzes, Weekly Seminars, Annual Assessments, etc. - Act as buddy for newly joined members and provide the necessary quality training for these individuals. - Immerse in client-facing interactions such as chats, call, emails to ensure knowledge retention and build more credibility and strengthen foundations. - Prepare regional reports that would highlight the challenges identified through monitors. This will also be used by Sr. QAs and Managers to drive performance. - Create action plans that would benefit the agents and the regions he/she is supporting. - Create analysis, if needed, to help augment the gaps identified through audit and coaching which would help improve the team's overall performance. - Able to provide individual/regional/overall process improvement recommendations. - Readiness to be involved in various projects and initiatives that would yield positive results to the company. - To perform other tasks assigned by management. Undertake any other ad-hoc tasks assigned by the Line Manager when required What makes you a great fit: - Minimum of a Bachelor's Degree - Minimum 2 years of previous quality experience - Excellent communication and presentation skills in both written and spoken English and Uzbek - Coaching certification is an advantage - Must possess 6 or more months of Quality-related background/experience - Experience in forex or financial services would be an added advantage - Research, planning, organizing, time management and high level of administrative skill - Problem-solving skills and ability to adapt fast to change - Highly motivated and able to work under pressure - Creative thinking skills and ability to address issues proactively - Ability to take initiative, work independently as well as work flexible schedules/hours when needed. - Ability to organize, multitask and exercise time management - Ability to consistently exercise discretion and judgment in creative endeavors. - Ability to interact with people of diverse backgrounds; possess strong coaching and feedback skills and a high level of attention to detail. - Ability to accommodate various interpersonal and communication styles - Ability to simplify complex concepts - Hunger for what’s next and new - Great attitude | How we get the work done is as important as the work we do; positive and can-do attitude required What we offer along the way - Competitive salary and annual performance bonus - Full relocation support for you and your family — flights, housing, visas, and legal assistance included - Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind - Unlimited learning opportunities: external courses, English lessons, career and leadership development - Education allowance covering school and kindergarten fees - 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave - Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones - “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar Your journey after applying: - First interview (up to 40 minutes) - English Test and Written Assessment - Verbal Assessment - HM Interview - Test Task (1 hour) - Final interview with your future team (1 hour)