Quality Analyst in Bucharest (Romania)

Where: Bucharest (Romania)

Extent of Work: Full Time

Click here to apply in English

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 Finnsh
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.

 

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