Our Client is a large global Business Process Outsourcing player which today supports 110+ clients in 50 languages with Contact Centre, Finance, HR and IT solutions across e.g. Banking and Financial Institutions, Travel, Healthcare, Telecom and Retail verticals. Our Client opened its Polish office in Krakow at the end of 2009. They deliver services for major clients in the travel and tourism sector that involves managing all contact with their clients throughout Europe.
Quality Analyst (Italian Team)
Kraków
Nr ref.: 6553
Requirements:
- Min. 1 year of professional experience in work on similar job position
- Fluent Italian
- Good command of English
- Experience in Customer Service area in multinational company would be an asset
- Good analytical skills and focus on details
- Proactive attitude
- Ability to work in a team
Responsibilities:
- Ensuring the team meets the Quality Threshold
- Completing weekly and monthly monitoring sessions
- Ensuring each member of the team is given appropriate performance
- Identifying knowledge gaps and key loss making opportunities
- Conducting RCA (Root Cause Analysis) at process and agent level to check for failures to meet quality or accuracy parameters and develop a corrective or action plan
- Taking up initiatives on process improvement
- Ensuring impactful and effective communication of all quality related updates amongst TL’s and advisors
- Preparing quality reports
We offer:
- Challenging job within a dynamically growing and prospective multinational organization
- Opportunities for further professional development
- Job stability and flexible working time
- Friendly work environment
- Benefits and bonus package