Quality Analyst with Swedish/Finnish/Norwegian/Bulgarian

Gracel Business Solutions is a Brasov based recruitment agency. Our services include Executive search, White-collar technical recruitment, Recruitment for service providers and HR consulting. Most of our clients are multinational companies, both manufacturers and service providers

• At least 2 years customer services and 12 months contact center experience.
• Effective interpersonal and presentation skills, both orally and written. Able to produce concise business level reports in English.
• Have business level English and one of the following: Swedish/Finnish/Norwegian/Bulgarian.
• You will have the resilience and confidence and gravitas to discuss, 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 judgment 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 center 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.

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.

We provide a clear path to career development and offer support, advice, and coaching every step of the way. Some of our other benefits include:
• Competitive salary.
• Domestic & International financial relocation support.
• Meal vouchers: 15 RON/working day.
• Private Medical Insurance.
• Transportation for night shifts.
• Full training on the role.
• Bright, new, modern staff facilities with a fun and dynamic work environment.
• Team building activities and networking opportunities.
• Opportunities to learn through our online learning platform.
• Opportunities to grow and join our Talent Assessment Center, Leaders Talks and other trainings.