Excellent customer service is our passion - in 2020, Competence Call Center merged with TELUS International and is now part of it. Since then, 70,000 team members provide the best customer service in more than 50 languages for international and well-known partners.
Quality Analyst with Romanian (m/f/d)
Miejsce pracy: Gdańsk
Overview of tasks:
- Quality Analysts are dedicated POCs for Quality within teams and are responsible for case evaluations (audits) and reporting
- Monitoring call, email, chat and any other support interactions quality of employees
- Providing feedback, coaching and mentoring to employees as needed
- Working closely with managers and employees to meet the relevant service level metrics
- Responsible for refresher training on process changes, analysis and reporting
- Working closely with the client to update and implement quality criteria and processchanges
- Quality assurance, as well as development of professional and communicative skills
- Provide support for the team in the operating day-to-day business
We are looking for:
- Preferred 2+ years’ experience in quality assurance role
- Fluency and excellent communication skills in English and Romanian
- Experience handling customers in service or technical fields within BPO environment
- Working closely with different departments to prioritize efforts while providing timely and high-quality service
- Excellent organizational skills and detail-oriented approach to problem solving
- Able to adapt quickly to changes in workflow
- Comfortable communicating with all levels of management
We will offer:
- Fixed remuneration
- Working independently and responsibly as part of a dynamic and multicultural team with flat hierarchies and a first-name workplace culture
- Internal training and learning opportunities
- Career opportunities in our international company
- Committed and motivated Team
- A modern office in the Olivia Business Centre complex with modern workplaces as well as free drinks and fruits
- Private medical healthcare