Quality Analyst

Employer: DABSTER GROUP
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 25.06.2024
    Remote work: On-site
       

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    Short company description

    DABSTER GROUP IS A 25 M $ TALENT MANAGEMENT WORKFORCE SOLUTION PROVIDER IN IT AND ENGINEERING.

    Requirements

    Skills & Knowledge:
    • Fluency in English is mandatory, as well as knowledge of Italian or German at an advanced level.
    • Strong knowledge of customer Care processes and techniques.
    • Should have an eye for detail and is able to identify Process as well as Agent opportunities.
    • Ideal profile is well versed with travel CRM fundamentals Excellent oral, written and interpersonal communication skills.
    • Exceptional listening and analytical skills.
    • Solid knowledge of MS Office with focus on Excel.
    • Demonstrated ability to work well in a team environment.
    • Min. 6 months prior experience in BPO, Quality Assurance or Audit.
    • Prior experience in travel / hospitality industries customer care is a plus.
    • The position is WFO - requires office presence.

    Responsibilities

    Key Responsibilities:
    • Active contribution to help meeting contractual SLAs regarding quality targets.
    • Deliver feedback on audited transactions within the specified timelines.
    • Shadow coaching sessions led by the Team Leaders to review Agent’s past performance & opportunity trends.
    • Conduct Team briefings on performance, Qualitative inputs, Process updates, Top errors identified through monitoring, Q&A Lead Calibration & call listening sessions with cross function teams to ensure quality standards are raised and/or maintained.
    • Perform regular proactive checks to ensure specific abnormalities are highlighted to the teams leaders.
    • Liaise with Operations Leads & Trainers to drive process improvement initiatives aimed towards meeting the Quality metric targets.
    • Ability to coach at an agent level & review performance on the end metric – CCR, C-SAT Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR.
    • Helps identifying gaps in the Process or Technology & make recommendations to streamline /increase effectiveness.

    Benefits

    • Medical subscription
    • Transport cost reimbursement
    • Meal vouchers

       

    You can apply to this ad only with your hipo.ro account, without creating a CV.

    Completing the web form for a new account on hipo.ro takes 2 minutes or you can go even faster by importing your data from Facebook or Linkedin.

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