Reporting to: Quality Team Lead
Contract: fixed-term contract till 31/12/2024
Work type: Hybrid (3 days office/2 days home)
Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a Junior Quality Analyst you are responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling. You will be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.
Duties and Responsibilities
- Daily completion of quality reviews and appeal reviews
- Deliver quality feedback to the agents on completion of quality sample and appeal reviews
- Execute actions for individuals and/or team to maintain or improve SLA performance
- Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
- Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
- Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
- Identify quality trends for the market/agents supported and develop corrective solutions
- Report bugs and continually check if bugs have been resolved
- Work with agents and colleagues to ensure enough grey area cases are reported
- Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required
- Develop Product Knowledge Tests weekly and/or monthly and use results to conduct team refresher training or individual feedback
- Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors
- Contribute to the innovation process by submitting new innovation ideas or process improvements
- Support additional workflow request from the client
- Support Team Lead with ad hoc requests
- Fluency in written and spoken German plus fluency in English is essential for this role
- Excellent written and verbal communication skills with the ability to deliver clear messages
- Strong attention to detail to ensure information is complete and accurate
- Proven ability to develop and maintain effective relationships with others
- Displays a high level of professional integrity and promotes conduct and behaviors consistent with company standards
- Works collaboratively with others to accomplish team and organisation objectives
- Results oriented with the ability to set and achieve challenging goals
- Ability to work on own initiative to identify and solve problems using logic, judgement, and data and recommend solutions to achieve the desired organisational goal or outcome
- Obtains information and identifies key issues and implications to make informed and objective decisions
- Flexible in a fast paced, changeable environment and can adapt quickly
- Strong organisation, planning and prioritisation skills with the ability to manage several tasks at once
- Excellent analytical skills with the ability to identify risks and use data to evaluate root causes and provide solutions
- Ability to coach others to make the most of their available skills
- Ability to deliver effective presentations and training sessions to educate the others on topics of organisational importance
- Demonstrates a commitment to delivering highly effective service standards with both internal and external stakeholders
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 create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunity employer that embraces diversity. We are committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Majorel are based on business needs, job requirements and individual qualifications, without regard to gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status or any other basis as protected by local law.
Majorel and its employees do not tolerate, engage in, or support Human Trafficking, Forced Labour or Child Labour of any kind through Majorel’s activities, including in its supply chain, or assist Majorel clients or any other party in doing so.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.