Call Monitoring Officer

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.