Offer
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