bpo quality analyst - german | bucureşti

randstad romania
aplică acum

descriere job

bucureşti, bucuresti
Serviciu clienți
număr de referință
823 / 850
randstad romania
NU este obligatoriu să vă înscrieți CV-ul pentru a aplica pentru această poziție, dar dacă aveți o versiune actualizată, este un ajutor important pentru noi. Dacă nu este actualizat sau nu este disponibil acum, îl puteți încărca mai târziu, în orice moment când vă conectați la profilul dvs.


As Quality Analyst in our multilingual BPO center, you will be the expert transforming Quality goals into daily team play. You will have a key role in helping our teams constantly perform at international quality-level standards. 

Main Goals 

∙ Lead initiatives and practice for meeting contractual SLAs pertaining to quality audit targets ∙ Identify risks, deliver feedback and recommendations on audited interactions within the  specified timelines 

∙ Conduct team briefings on performance, Qualitative inputs, Process updates, top errors  identified through monitoring, Q&A 

∙ Lead calibration & transactions check sessions with cross-function teams to ensure quality  standards are maintained 

∙ Produce and monitor variance and flux analysis for identifying improvement opportunities 

∙ Perform regular checks to ensure specific abnormalities are highlighted to the internal team/s 

∙ Ability to coach at an agent level & review performance on the end metrics – FCR, C-SAT, AHT ∙ Visual management - Team-wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology, and make recommendations to streamline and  improve 

∙ Partner effectively with training and supervising teams to update training materials and leading  focus areas aimed at continuous quality improvement 

∙ Mentor and train junior team members 

∙ Liaison with the client(s) for proposing and adopting Quality improvement initiatives  

Knowledge & Skills 

Fluent in German (min. C1 level) and English 

∙ Excellent oral, written, and interpersonal communication skills 

∙ Ability to relate and resonate at ease with a multi-cultural, diverse team 

∙ Strong coaching and giving feedback abilities 

∙ A genuine desire to help others improve and succeed 

∙ Min. 1-year experience in a similar role in a BPO / contact center environment ∙ Previous experience in airlines/travel industries is a significant advantage  

∙ Exceptional listening and analytical skills 

∙ Excellent command of MS Office 

∙ Graduate in any discipline 

We Offer 

∙ Work from Home 

∙ Competitive salary package 

∙ Career growth opportunities within an international growing organization