Gi Group is an international recruitment agency whose main task is to offer fully-qualified employees. We are a leader in the Italian market and one of the main agencies in our countries of operation. We have been present on the Polish market since 2004, we have branches in 11 cities, which enables us to fulfill orders all over the country. We hold certificate No.570 entitling us to operate as a work agency in Poland.
Our Client is a leading global (Consulting/BPO) professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
The Content Analyst Team is tasked with evaluating and ensuring quality delivery of the Client Services Team. This individual is responsible for executing Content Analyst service offerings and participating in projects & initiatives led by Content Analyst.
Duties include:
- Conduct root cause and other data analysis
- Identify improvement opportunities within the SMB environment
- Provide progress reports to Team Leads
- Conduct evaluations per client requirements
- Conduct call coaching sessions per client requirements
- Conduct Health Checks for high impact transitions, as requested
- Analyze Customer Satisfaction Survey results & recommend improvement efforts
- Act as escalation point of contact for process questions, issues and resolution
- Act as Subject Matter Expert (SME) for evaluations
- Administration of the call recording and evaluation system
- Administer the issue repository and ensure all escalations are properly addressed
Necessary qualifications:
- Fluent in English (min. C1) and Portuguese (min. C1) or Russian (min. C1) language
- Bachelor degree (nice to have university education in Poland)
- Work experience in a Service Desk, Call Center or customer service-related work experience (nice to have but not necessary)
- Excellent communication and interpersonal skills
- Strong organizational and administrative skills
- Ability to operate within a team environment, multi-tasking and prioritizing work across supported clients
- Use appropriate mannerisms/behavior when interacting with client groups and/or end-users
- Escalate conflicts in a timely manner to appropriate personnel
- Contract of employment
- Localization: Cracow
- The ability to use your knowledge of foreign language on a daily basis at work
- Experience with a range of Clients and technology solutions which provides professional relevance
- Operating according to Lean Six Sigma philosophy
- Collaborating and learning from diverse and talented colleagues helps you "raise your game"
- Trainings and development tailored to help you achieve your potential
- New Joiners Programme including trainings
- Opportunity to engage in Corporate Social Responsibility initiatives
- Our Client also think about social life in different initiatives like Book Club, International Cuisine Club, Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming and many others
- Social benefit packages including: private medical care, MyBenefit, life insurance
- Beverages and fully equipped kitchen
- Modern & friendly office