Junior Quality Analyst

1 tydzień temu


Wrocław, Województwo dolnośląskie, Polska Majorel Poland Global Pełny etat

Job Title: Junior Quality Analyst - Fluent German

About the Company: Join a dynamic team that fully supports you in your role and more. At our location in Wrocław, we are currently seeking a Junior Quality Analyst with fluency in German for a 7-month contract.

  • Full Time
  • with/without Professional Experience

Overall Job Purpose

This role provides you the opportunity to collaborate with a prestigious client specializing in online search and video-sharing platforms. As a Junior Quality Analyst, your main responsibility is to enhance the quality performance of the operation by simplifying issue handling processes. You will ensure both external and internal quality metrics are met, focusing on efficiency and continuous improvement to boost customer and client satisfaction.

Duties and Responsibilities
  • Daily completion of quality and appeal reviews
  • Provide quality feedback to agents after reviews
  • Take actions to maintain or improve service level agreement performance
  • Participate in huddles with the QA Team Lead and Quality Analysts
  • Analyze quality errors and provide solutions
  • Report risks to QA SLA
  • Identify market/agent quality trends and develop solutions
  • Report and track bugs
  • Conduct training assessments and sessions
  • Support workflow requests and ad hoc tasks
Required Qualifications & Experience
  • Fluency in written and spoken German and English
  • Excellent communication skills
  • Attention to detail
  • Ability to develop relationships
  • Professional integrity and conduct
  • Results-oriented
  • Problem-solving skills
  • Ability to analyze data and identify solutions
  • Strong organisational and prioritisation skills
  • Excellent analytical skills
  • Effective presentation and training abilities
  • Commitment to service excellence

Competencies

  • Understanding the Role
  • Solutions Orientated
  • Initiative
  • Collaboration
  • Communication
  • Organisational commitment
  • Customer Focus
  • Organisation & Planning
  • Analysis & Attention to detail
  • Resilience & Adaptability
  • Creativity & Innovation

About Majorel

At Majorel, we strive to deliver exceptional customer experiences through talent, data, and technology. Our goal is to be the long-term partner for customer engagement in a changing world, driven by creativity, excellence, and respect.

Majorel promotes diversity and equal opportunities, fostering a workplace free of discrimination. Our commitment to integrity extends to our supply chain, ensuring the prevention of Human Trafficking, Forced Labour, or Child Labour.

Disclaimer

The above descriptions outline the job scope for the Junior Quality Analyst position. Individuals may be responsible for duties beyond those mentioned here as required.



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