Quality Assessor

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Angajator: ManpowerGroup Romania
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Job la nivel national
    Actualizat la: 05.06.2018
    Scurta descriere a companiei

    De peste 70 de ani, ManpowerGroup reprezinta puntea de legatura intre milioane de persoane si piata muncii, prin brandurile sale Manpower, Experis, ManpowerGroup Solutions si Right Management. Compania este prezenta pe piata din Romania din 2003, iar in acesti ani peste 400 de clienti si zeci de mii de candidati au avut incredere in noi pentru a le oferi flexibilitatea, agilitatea, talentele, competentele si oportunitatile de care au nevoie. Indiferent daca va aflati la inceput de drum, sau sunteti profesionisti experimentati, brandurile ManpowerGroup va pot oferi oportunitatile potrivite de a va dezvolta, a dobandi noi abilitati si competente, a fi expusi la proiecte pline de provocari si a creste profesional.

    Cerinte

    At least 2 years customer services and 12 months call centre 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 other languages from: German, Dutch, Bulgarian, Finnish Czech.
    You will have the resilience and confidence 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 to use Word, PowerPoint and Excel to intermediate level.
    Professional and Technical
    Experience of undertaking quality measurements; ideally in a contact centre environment.
    Able to blend in the technical and soft skills with QA methods and processes to support continuous improvement.
    Experience of working in an international and or multilingual environment would be welcome.

    Responsabilitati

    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.