A service provider to the Financial Services sector supporting large and medium-sized enterprises, start-ups, small businesses, and technology innovators, are working with GRS to recruit a Call Monitoring Officer to join their Limassol based team. The successful candidate will have a minimum of 2 years of experience in a similar role. This would be a great career move in joining a company who strive to ensure a competitive advantage through a full suite of professional and progressive solutions. If you feel you have the necessary skills and experience, then we look forward to receiving your CV for the Limassol based Call Monitoring Officer role.
DUTIES AND RESPONSIBILITIES
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Listen to recorded calls to assess agent performance in terms of communication, problem resolution, customer service, and adherence to company policies.
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Ensure compliance with regulatory requirements, internal policies, and customer service protocols.
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Prepare detailed reports on call quality and performance, highlighting strengths and areas for improvement.
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Perform regular audits of calls to ensure continued compliance with company standards.
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Assist in developing call scripts, guidelines, and best practices based on monitoring results
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Identify and flag high-risk calls or situations, proactively alerting management to potential issues that may require immediate attention or intervention.
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Any other rule relating to the above
CANDIDATE PROFILE
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Bachelor’s degree in business administration, communications, or a related field
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2 years of experience in a call centre environment, preferably in a quality assurance or monitoring role.
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Excellent communication skills, both written and verbal in English (other languages will be advantageous).
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High attention to detail and ability to evaluate multiple criteria simultaneously, with strong analytical and observational skills.
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Proficiency with call monitoring tools and customer relationship management (CRM) software.
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Ability to provide constructive feedback and motivate employees to improve performance.
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Strong problem-solving and decision-making skills.
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Ability to work independently as well as part of a team.
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Ability to work with confidential information and maintain high levels of integrity and professionalism.
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Flexibility to adapt to changing business needs and priorities.
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Strong understanding of customer service principles and practices.
Due to the high volume of applications we receive at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to Ross Pitman, ross@grsrecruitment.com quoting the above job reference or call +357 25 342 736 for further information.