Quality Analyst Officer

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Angajator: Global Customer Care Services
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 19.06.2021
    Scurta descriere a companiei

    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.

    Cerinte

    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

    Responsabilitati

    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

    Alte informatii

    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!