Quality Analyst - Spanish - Brasov
Quality Analyst - Spanish - Brasov
Posted on :
21-11-2024
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1 Vacancy
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Job Description
Position: Quality Analyst
Location: Brasov (Hybrid 1 a 2 times per month office)
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Monitor and audit quality of customer interactions of assigned CSAs provide root cause analysis
- Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement and track feedback efficacy
- Effectively support CSA quality performance improvement in alignment with Operation Team Lead priorities based on quartile management
- Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
- Provide comprehensive input for Quality reporting
- Identify improvement areas for adherence and improvement of quality standards call out insights and observations to continuously improve customer experience
- Take part in production activities by taking calls and being part of support group activities e.g. escalations realtime support
- Participate in training programs for better understanding of client and business expectations and to continuously develop and grow
REQUIREMENTS:
- Native level Spanish and fluent (min C1) English skills in writing and speaking
- Min 1 year experience in a simular position (BPO Industry)
- Excellent attention to detail and ability to maintain accuracy
- Great data analytic and problemsolving skills continuous improvement mindset and toolset
- Good communication and interpersonal skills
- Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications
- Optimistic friendly positive and selfmotivated personality
- Ability to work in team
- Serviceoriented profile and with a focus on problem solving
OFFER:
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Hybrid work model 1 a 2 days per month to the office
- Monday to Friday 9am6pm (1h break)
Employment Type
Full Time
Key Skills
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