3+ years' experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service.

Weekly auditing of agent cases and identifying agent level issues and trends.

Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development.

Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided.

Fluent English is mandatory.

Experience handling customers within service/technical fields within Call center environment.

Expert familiarity with and quality review in all departments.

Able to adapt quickly to changes in workflow.

Excellent written, verbal, and customer service skills.

Mastery of all customer-communication.

Comfortable communicating with all levels of management.

Excellent organizational skills and detail-oriented approach to problem solving

Demonstrated proficiency in multi-tasking and prioritization.

Clearly demonstrated passion for ensuring the success of Facebook culture of excellence and commitment to quality and customer service.

Project management experience to include an understanding of business process improvement method.

Understand departmental policies and procedures.

Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA's, coaching, appraisals.

Level of proficiency in the local language is "Native" and B2 in English, following the Common European Framework (CEF).