Quality Analyst Officer

Suntem o companie dinamică și preocupată de a excela în domeniul nostru. Asigurăm servicii de suport tehnic pentru utilizatorii de produse electronice, de comunicatii și electrocasnice. Ne caracterizează entuziasmul, dorința de a oferi servicii ireproșabile și de a avea clienți 100% mulțumiți. Suntem orientați spre oameni și ne dorim să alcătuim o echipă unită și performantă. Suntem parte dintr-o companie care activeaza la nivel global si ne bucuram sa avem ca si colegi oameni interesanti care provin dintr-o multitudine de culturi.

Language use : English is a must; German or Polish is a plus (all 3 would be perfect)
No written sanctions/notifications within the last 6 month
Quality results above target for at least 6 month in a row
Strong customer service skills and Customer oriented with high autonomy and proactivity
Strong analytical abilities and argumentative logic
Ability to identify opportunities for improvement and develop new efficient procedures
Experience in a similar position is a plus

Carries out and attains the mission and the goals of the Quality team
Perform monthly and weekly evaluation and asses agents’ performance
Give feedback to agents following the controls performed
Measure monthly agent performance and identify any areas of weakness, recommending and implementing improvements
Participate to calibration sessions with Quality and Management team to ensure consistency with monitoring standards
Keep accurate documentation and perform statistical analysis, while assisting the Quality Manager in identifying necessary reports for measuring quality and effectiveness of training
Identify opportunities for improvement and develop new efficient procedures
Perform call monitoring and provide trend data for the project operations management team
Review existing policies and make suggestions for changes and improvements and how to implement them
Participate to creation, correction and feedback of the monthly knowledge tests
Draws up and makes available for agents the quality briefings: mistakes to avoid, serious errors detected in the treatment, other indications regarding quality

We are a dynamic company, striving for excellence in our field. We offer technical support services for electronic and communication devices and household appliances users. We are characterized by enthusiasm and the desire to have 100% satisfied customers. We are a people oriented company and wish to form a united and high-performing team. Join us!