bpo quality analyst - german | bucureşti

randstad romania
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job details

bucureşti, bucuresti
Customer Service, Call Center
reference number
823 / 850
randstad romania
You do not need to upload a curriculum vitae to apply for this position, moreover as a simple solution you can apply with your Linkedin profile. Click on the "Apply" button and choose from the application options that requires not more than 2 minutes.


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