Process Improvement Coordinator

2 tygodni temu


Kraków, Lesser Poland TN Poland Pełny etat

Job Overview

We are seeking a highly skilled Process Improvement Coordinator to join our team in Kraków, Poland. As a Junior Quality Analyst, you will play a key role in driving process improvements and enhancing the overall quality performance of our operations.

Your Key Responsibilities

  • Conduct daily quality reviews and appeal reviews, providing timely feedback to agents on completion of quality sample and appeal reviews.
  • Deliver quality metrics and identify areas for improvement, working closely with the QA Team Lead to execute actions for individuals and/or teams to maintain or improve SLA performance.
  • Participate in daily huddles with the QA Team Lead and Quality Analysts, conducting root cause analysis of quality errors and providing corrective solutions.
  • Identify risks to the QA SLA and report them to the QA Team Leader in a timely manner, developing corrective solutions to mitigate these risks.
  • Conduct internal and external calibration exercises to ensure alignment within the internal team and with clients or other vendors.

Requirements

  • Fluency in written and spoken Romanian plus fluency in English is essential for this role.
  • Proven flexibility and adaptability to a fast-changing environment, analytical skills are a must.
  • Experience with reporting in Google tools (mainly Spreadsheets) is a big plus.
  • Excellent written and verbal communication skills with the ability to deliver clear messages.

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