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Quality Analyst
2 tygodni temu
If you have at least one year of experience in monitoring and assessing customer contact methods and you are looking for opportunities to develop your career in a dynamic, international environment, this job offer is for you
Quality Analyst
Nr ref:
Warszawa (mazowieckie)
What we offer
- stable employment
- benefits package
- opportunities to take on new challenges
- building and training new structures of the company
- modern office in attractive location in Warsaw
Your tasks
- monitors, evaluates inbound and/or outbound calls and other contact methods including chat and email
- reports results of evaluations to appropriate business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations and Program Management to ensure scoring consistency and best practices
- participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
- maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
- participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
- meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
- complete phone time to keep current on programs (as applicable)
- contribute to maintaining forms and legend documents
- support management focus on review of key drivers, metrics and operational processes (including Training) that drive balanced scorecards and count profitability goals
What we expect
- fluency in English
- minimum 1 year previous experience in a similar role
- effective communication skills, both written and verbal
- proficient in Microsoft Office
- ability to multi-task and meet timelines on deliverable
- detail-oriented
Employment agency entry number 47
this job offer is intended for people over 18 years of age
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