Quality Analyst - Slovak

Employer: Concentrix
Domain:
  • Quality Control
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 11.12.2017
    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

    Educated to at least university entrance standard.
    At least 2 years customer service and 12 months contact centre experience.
    Effective interpersonal and presentation skills, both oral and written. Able to produce concise business level reports in English.
    Business level English & fluent in Slovak
    You will have the resilience and confidence and gravitas to discuss, debate and influence Advisors, Managers, Team Leaders and the client.
    Able to adapt to a fast-changing environment and able to work at pace and efficiently.
    Demonstrates an 'action focus' approach to complete tasks and projects and 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.
    Experience of undertaking quality measurements; ideally in a contact centre environment.
    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.

    Responsibilities

    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.

    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

    Benefits:



    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.
    Our brand-new office in Bucharest is our latest in Europe, located in the dynamic Floreasca area, just a few minutes from the metro and Promenada Mall.

    Bucharest is a cosmopolitan city of contrasts, a mix of old and new, with some beautiful and unique architecture and a lively nightlife scene. There are plenty of parks and green spaces along with an abundance of hip coffee shops and restaurants.