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Training and quality specialist – Collections (архив)

Регион: Москва
Требуемый опыт работы: Более 3 лет
Предполагаемый уровень месячного дохода:

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For our client, an internatonal financial group, we are looking for an experienced specialist in the area of soft skills training in call centers.

 Training and quality specialist – Collections
Independent position in small team within Operations department at HQ of the company – support of Collections. You will be responsible for trainings of communication and negotiation skills of call center operators in European and Asian countries. 
What will you do:
-          work in a small team (Collections manager, analyst) reporting directly to Operations manager
-          analyze and evaluate efficiency of collections call centers in several countries (Czech Republic, Russia, Bielarus, Kazachstan, Vietnam, China)
-          implement efficient quality management tools in call centers (calls monitoring, feedback, training etc.)
-          prepare draft of trainings for each country based on local needs, implement and develop training methodologies and particular trainings,
-          your aim will be to continuously improve communication skills of call centre operators to successfully recover debts from the clients 
-          create and realize soft skills trainings – how to communicate with clients /debtors in early collections, recover debts in different phases of delay
-          train the trainers in the countries, especially in delivering feedback, motivating and training of operators
-          travel regularly
We require:
-          secondary/university education
-          fluent English
-          fluent Russian – reading, writing, communication with native speakers
-          practical experience in training soft skills in call centres environment, ideally communication with debtors in collections
-          working experience in financial institution or call centre in other business (telco, energetics, outsourcing)  
-          strong analytical skills
-          conceptual thinking, experience in designing soft skills trainings  
-          knowledge of quality management tools in call centres
-          ability to desing incentive schemes
-          willingness to travel and work abroad
We offer:
-          interesting, creative and independent job in education and development
-          possibility to grow professionally and build carreer in a strong financial group
-          support from experienced and competent manager and collegues
-          variety of trainings based on individual needs (languages, soft skills…)
-          attractive salary


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