BPO Quality Analyst - German
Randstad is specialized in solutions in the field of flexible work and human resources services. Our services range from regular temporary staffing and permanent placements to in-house, professionals, search & selection, and HR Solutions.
The Randstad Group is one of the leading HR services providers in the world, with top-three positions in Argentina, Belgium & Luxembourg, Canada, Chile, France, Germany, Greece, India, Mexico, the Netherlands, Poland, Portugal, Spain, Switzerland, the UK, and the United States as well as major positions in Australia and Japan.
In 2015, Randstad had approximately 29,750 corporate employees and around 4,473 branches and in-house locations in 39 countries around the world. Randstad generated revenue of € 19.2 billion in 2015. Randstad was founded in 1960 and is headquartered in Diemen, the Netherlands.
Knowledge & Skills
∙ Fluent in German (min. C1 level) and English;
∙ Excellent oral, written, and interpersonal communication skills;
∙ Ability to relate and resonate at ease with a multi-cultural, diverse team;
∙ Strong coaching and giving feedback abilities;
∙ A genuine desire to help others improve and succeed;
∙ Minim 1-year experience in a similar role in a BPO / contact center environment;
∙ Previous experience in airlines/travel industries is a significant advantage;
∙ Exceptional listening and analytical skills;
∙ Excellent command of MS Office;
∙ Graduate in any discipline.
∙ Lead initiatives and practice for meeting contractual SLAs pertaining to quality audit targets ∙ Identify risks, deliver feedback and recommendations on audited interactions within the specified timelines;
∙ Conduct team briefings on performance, Qualitative inputs, Process updates, top errors identified through monitoring, Q
∙ Lead calibration & transactions check sessions with cross-function teams to ensure quality standards are maintained;
∙ Produce and monitor variance and flux analysis for identifying improvement opportunities ;
∙ Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s;
∙ Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT ∙ Visual management - Team-wise daily and MTD scores on Quality, CSAT, CCR to help in
identifying gaps in the Process of Technology, and make recommendations to streamline and improve;
∙ Partner effectively with training and supervising teams to update training materials and leading focus areas aimed at continuous quality improvement;
∙ Mentor and train junior team members;
∙ Liaison with the client(s) for proposing and adopting Quality improvement initiatives.
∙ Work from Home
∙ Competitive salary package
∙ Career growth opportunities within an international growing organization