Quality Analyst with Russian

Employer: Concentrix
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 23.11.2017
    Short company description

    Concentrix is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents.

    Requirements

    Concentrix provides multilingual customer services to General Motors' OnStar subscribers. The service includes providing essential emergency support in time of accidents or ill health. The ability of advisors to follow procedures in multiple languages is essential in providing these time critical services. As a QA you will need to monitor advisors’ calls and provide calibrated standardised scoring, against agreed standards, and provide constructive coaching as part of our commitment to continuous improvement.

    In future QAs might be required to support extended or 24 x 7 shift patterns.

    About the Role:
    Your primary role will be to coach and support your team members to deliver high quality customer services for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident. To helping drivers, find their way to an important meeting or their holiday destination. To do this you will be trained to use some of the most advanced technology available today.

    Essential Criteria:
    • Fluent in written and spoken English & Russian
    • You will be educated to at least university entrance standard with at least 2 years customer services and 12 months contact centre experience.
    • For external candidates, experience of working in an international and or multi lingual environment would be welcome.
    • Effective interpersonal and presentation skills, both orally and in writing. Able to produce concise business level reports in English.
    • You will have the resilience and confidence and gravitas to discus, debate and influence Advisors, Managers, Team Leaders and the client.
    • You must be able to adapt to a fast-changing environment and be able to work at pace and efficiently.
    • Demonstrates an 'action focus' approach to complete tasks and projects and be able to thrive on working to tight deadlines and under pressure.
    • Exercises good judgement by making sound and well-informed decisions based upon a mixture of analysis, knowledge and experience.
    • Numerate analytical skills, able to justify and back up proposals with facts
    • Able use Word, PowerPoint and Excel to intermediate level.

    Professional and Technical
    • Experience of undertaking quality measurements; ideally in a contact centre environment.
    • You will have an understanding of customer experience metrics such as CSAT or NPS.
    • Able to blend in the technical and soft skills with QA methods and processes to support continuous improvement.
    • Keeps current with new and/or updated OnStar programme information.

    Responsibilities

    Responsibilities:
    • Monitor, evaluate and score Advisor performance against agreed standards and documents for management review. Calls can be in real time or recorded.
    • Based on calls reviewed develop feedback for delivery by Team Leaders to help Advisors meet and exceed agreed standards.
    • Based on calls reviewed develop feedback and coach Advisors to improve performance to meet and exceed agreed standards.
    • Provide detailed recommendations on Advisors feasibility to perform at agreed standards
    • As a calibrated linguist, you will undertake initial language assessments as part of our recruitment process, to establish that candidates have at least the minimum acceptable level language capability appropriate for the OnStar service.

    Other info

    • Bright, new, modern staff facilities with a fun, dynamic and challenging work environment.
    • Relocation support (for applicants 50km+ outside Bucharest).
    • Team building activities, networking & professional development opportunities
    • Medical plan
    • Meal vouchers: 15 RON/working day
    • Language classes: opportunity to develop another language