Business Quality Control Engineer

Bitdefender is a global security technology company that provides cutting edge end-to-end cyber security solutions and advanced threat protection to more than 500 million users in more than 150 countries.Since 2001, Bitdefender has consistently produced award-winning business and consumer security technology, and is a provider of choice in both hybrid infrastructure security and endpoint protection. Through R&D, alliances and partnerships, Bitdefender is trusted to be ahead and deliver robust security you can rely on.

• Excellent verbal and written communication skills, quick learner, dynamic, energetic and customer-oriented.
• Customer oriented attitude and understanding
• Fluent in both written and spoken English (Fluent in Spanish, German or French is a plus)
• Minimum 2 years of experience in the technical support field.
• Good OS and Networking Knowledge (Windows, Linux, Servers)
• Minimum 1 year of experience in the quality review field
• Result-oriented and good diagnostic skills.

As a Business Quality Control you will be responsible with ensuring a high quality review in terms of the commercial assistance, within the required quality, performance and SLA requirements.
The provided services are focused on email, chat and phone assistance. In this process, you will act as a link between our customers’ needs and the support department by providing quality review reports and detailed descriptions or reports where necessary. You will thus be required to work closely with the Business support team and other Business Development teams that impact the customer experience, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.

• Perform weekly quality review analysis and information gathering from all the support interaction channels and present it to the upper management (phone, chat, remote session, on-site, fly-to-site, email, social media, forums, communities).
• Review from a quality perspective the deliverables (phone calls, emails, chats sessions, onsite visits) from the Business Support team members
• Hold individual discussions with each team member to offer feedback on his/her performance from the quality point of view

• Propose quality improvement plans (at individual and team level) to team managers, discuss and agree implementation, and implement the actions effectively
• Propose and implement improvements in quality review process, in order to increase Customer Satisfaction Index and Customer Experience overall
• Propose and follow-up on different product and process improvements
• Perform quarterly quality review analysis of all team members and suggest permanent improvements
• Timely and accurate reporting on status for assigned tasks
• Present multichannel aggregated quality reports
• Meet the SLA requirements and the internal procedural workflow.
• Build and maintain a consolidated relationship with Bitdefender customers on delicate feedback.
• Presents different workshops and trainings in order to increase awareness of Quality and Customer Experience to other departments
implementation, and implement the actions effectively
• Propose and implement improvements in quality review process, in order to increase Customer Satisfaction Index and Customer Experience overall
• Propose and follow-up on different product and process improvements
• Perform quarterly quality review analysis of all team members and suggest permanent improvements
• Timely and accurate reporting on status for assigned tasks
• Present multichannel aggregated quality reports
• Meet the SLA requirements and the internal procedural workflow.
• Build and maintain a consolidated relationship with Bitdefender customers on delicate feedback.
• Presents different workshops and trainings in order to increase awareness of Quality and Customer Experience to other departments

If you take up our offer, you will:
Receive competitive compensation & benefits package;
Be part of a young, dynamic and multicultural work environment;
Have a flexible work schedule
Benefit from career development programs.
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