Lead Associate Quality with German

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Employer: UPA Solutions
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 10.08.2015
    Remote work: On-site
    Short company description

    UPA Solutions este o companie ce oferă o gamă largă de servicii printre care furnizarea de servicii de recrutare, selecție de personal și formare profesională. Compania aflată în continuă dezvoltare are în prezent un număr de peste 25 colaboratori în patru centre de contact, Bucureşti, Botoşani, Brăila şi Alba Iulia, urmând să deschidă în perioada următoare, noi puncte de lucru. Expertiza echipei din cadrul UPA Solutions în domeniul serviciilor de resurse umane permite companiei noastre să asigure servicii de calitate alături de garanția identificării candidaților potriviți dinamicii companiilor-client. Pentru mai multe informatii vizitati site-ul: www.upasolutions.ro

    Requirements

    -Fluency in German with strong verbal and writing skills - C1 language level
    -1-2 years experience in BPO or relevant industry preferred
    -F&A exposure with PTP,OTC and RTR process knowledge
    -IT literate – Excel, PPT
    -Strong verbal and written communication skills
    -Result oriented/ Problem solving
    -Dependability/responsibility/work ethic

    Responsibilities

    -Implementing and performing on a regular basis the quality audit controls decided for operation teams, to ensure compliance with customers contracts (KPIs based)
    -Driving projects for process improvement whenever necessary or possible
    -Implements effective quality audit controls as per approved documentation requirements;
    -Carries out the quality audit controls ensuring that the quality system is implemented/maintained; Carries out periodic analysis to determine the process quality baseline and identify trends;
    - Maintains the quality records in his/her own area of competency;
    -Work closely with operations team to collect data and assess the current situation (quality checks);
    -Obtains the required approvals/certifications/calibrations for performing the specific allocated tasks – sign-off OPS Manager;
    -Works out the collected data and providing on time accurate reports (SLAs validation);
    -Updates regularly the Quality Score Card; Monitoring the Action Plans related to quality improvement;
    -Training: Assists Operation in identification of QA and F&A training needs for team members and provides inputs to personnel for arranging appropriate training programs;
    -Prepare and held QA and F&A Trainings;
    -Documents and drives the trainees testing/ validation following quality improvement trainings;

    Other info

    -Motivating salary + bonuses + apartment rent - paid for 3 months + ticket payment

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