Quality analyst with German/Russian opportunities
Workplace: Brno, Czech Republic
Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow’s enterprise. Infosys BPO have been present in Europe since 2004. Currently we employ over 1 600 employees in Europe delivering services for Fortune 100 clients across various services. Our Brno center is the most multicultural office within Infosys.
For our client American multinational corporation that designs and markets revolutionary consumer IT - laptops, smartphones etc. we are looking for customer service advisors.
Your responsibilities
- Ensure all client and internal requirements specific to Quality are met
- Monitor transactions (calls) – ensuring that client and process requirements are met
- Provide effective feedback to agents on the quality of transactions within prescribed time frame
- Generate and circulate required reports on Quality with detailed analysis and corrective action planning
- Consolidate and report customer satisfaction results
- Conduct internal process audits
- Work with Operations to identify process improvement opportunities
- Participate in Operations team huddles/meetings
- Assist in any certification efforts specific to the project
- Conduct quarterly internal calibration and participate in Client initiated calibration sessions
- Participate in Infosys self-assessment and independent assessment
- Minimum of 9 months of phone technical support experience in a CS environment
- Minimum of 6 months experience in a quality analyst role
- Written and verbal fluency in English
- Fluency in support language
- Strong verbal and written communication skills
- Excellent customer service skills
- Excellent interpersonal skills
- Ability to isolate the root causes of issues and recommend solutions
- Strong analytical and problem solving skills
- Attention to detail with focus on quality and accuracy
- Organizational skills
- Ability to work under pressure and react quickly
- User-level experience with various telecommunication devices, operation systems, software applications and other tools, knowledge of hardware principles and appreciation of the it environment
- Competency in Microsoft Office – Excel, PowerPoint
- Willingness to work in a contact center environment
- Competitive monthly salary depending on experience, performance bonuses
- Professional training provided by experts - MS Office, Six Sigma Green Belt , Analytical Skills etc.
