24/5 Shift Support
Reporting to:Quality Team Lead
Hours of Work:24/5 Shift Support
Location: Krakow, Poland
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. Successful candidates will work on a rotated shift pattern - morning, evening and nights.
- 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 PKT tests weekly 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
- Fluency in written and spoken English is essential
- Previous experience as a Quality Analyst or informal career path in a QA team is desirable
- Experience working within a customer focused environment
- Ability to effectively and accurately communicate feedback
- Ability to impart positive and negative feedback in one to one & group forums
- Excellent verbal and written communication skills
- Excellent technical aptitude including fluency in Excel reporting
- Proven ability to consistently meet or exceed performance related targets
- Strong analytical skills
- High attention to detail
- Positive can do attitude
- Solutions Orientated
- Initiative
- Collaboration
- Organisational commitment
- Customer Focus
- Organisation & Planning
- Analysis & Attention to detail
- Resilience & Adaptability
- Creativity and Innovation
- Vibrant, multi-cultural environment
- Career & Personal Development
- Quarterly performance bonus
- Comprehensive Benefits Package
- Subsidised Health Insurance
- Access to Discount Schemes
- E learning access
- Paid Annual Leave
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 and embraces diversity and does not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
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.
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