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Job ID / Title:
Quality Specialist with German
Job Category:
Quality Assurance
City:
Sofia
State:
Sofia
Work Location:
Serdika Center

Job Description


Job summary:

 

Analyses and interprets data, provides feedback and executes action plans to assure the qualitative targets are achieved and sustained on team level.

 

Duties and Responsibilities:

 

  • Comply to the internal policies and procedures set by the company and external by the client
  • Handle Email/Phone/Chat contacts for the customers using the tools provided in excellent qualitative and quantitative manner
  • Strictly adhere to the work schedule and work towards common team goals
  • Strictly adhere to daily task management goals and ad-hoc requests
  • Perform monitoring process as per client requirements, the COPC Standard & as per the in-house process to ensure customer experience
  • Monitor contacts as per the prescribed guidelines, quotas, schedule and deadlines (internal and external)
  • Keep a track of all the monitoring/audits/mining’s and meet sample plans
  • Perform shadowing side-by-side sessions next to the agents and provide feedback on the spot
  • Provide feedback to the associates/coaching sessions based on monitoring findings
  • Proactively isolate areas of opportunity overall for the team and agent wise-report it to management and suggest action plan for improvement
  • Provide input to the other members of quality team, trainers and management
  • Attend client/partner initiatives with regards to quality
  • Generate quality reports and perform quality analysis based on the reports and communicates results with the management
  • Program analytics (including analysis of end-user complaints and end-user survey feedback)
  • Share best practices with the team and actively participate in coaching sessions when needed
  • Keep the team up-to-date for any process changes
  • Participate actively in QA calibrations, call listening (internal and external)
  • Prepare and conduct daily briefing on product and process current topics
  • Follow the hierarchy structure for escalation of any issues related to work;
  • Adhere to the non-disclosure agreement;

Qualifications

  • College or University degree
  • Very good computer literacy is compulsory (MS Excel, MS PowerPoint, excellent usage of CRM systems and knowledge bases);
  • Excellent knowledge of German and good knowledge of English;
  • Excellent communication skills;
  • Ability to provide feedback;
  • Willingness or skills for a customer-oriented job;
  • Precision, loyalty, efficiency.
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