QUALITY ANALYST CONTROLLER GERMAN (BPO - CALL CENTRE)

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

This job is for you if you have:

· Bachelors Degree

· Language Level: German – advanced, English- advanced

· Experience in the customer service on a similar position

· Proven track record of analytical skills;

· Great people skills and ability to communicate (also negative) feedback;

· Good organizational skills, knowledgeable in goal-setting practices;

· Examples of data visualization abilities and understanding of quality metrics;

· Problem-solving capabilities to create meaningful strategies to improve quality.

· Proactive attitude and finding opportunities for improvement

· Availability to work at the office, the schedule is Monday – Friday 10:00-19:00, in time could evolve to 09:00-18:00

Responsibilities

· Maintain and develop internal support and call centre quality standards;

· Assess interactions based on internal and client standards;

· Accompany evaluations with meaningful and constructive feedback;

· Discuss and explain feedback with agents on a weekly basis

· Analyse all customer service metrics and how the support team’s performance affects the quality KPIs;

· Create strategies to improve and support Quality;

· Help agents improve their performance with specific instructions and constant support;

· Identify trends and perform root cause analysis on the opportunities identified

· Participate in internal and client calibration sessions to maintain consistency in internal evaluations;

· Contribute to the team culture in a positive manner.

Benefits:

· Attractive salary

· Meal tickets

· Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).

· Full training & support.

· Access to our Learning & Development Talent SPA.

· Medical insurance after 3 months.

· Extra vacation day for your birthday and a duvet day to relax!

· Vacation days which increase with your seniority.

· ‘Refer a Friend’ scheme.

· Annual ‘Archie Star Awards’ Party.

· ‘Employee of the Month’ Awards.

· Regular fun team building sessions.

· A diverse & inclusive working environment.

· Modern, state-of-the-art office space in central Bucharest.