HCL's global delivery center in Krakow was established in 2007. It works with several Fortune 500 firms, primarily offering multilingual global technical support. Today, we assist more than 65 customers in 25 different languages and are present in Krakow and Wroclaw.
HCL Technologies helps global enterprises reimagine their businesses for the digital age. Through innovative technology solutions built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, we solve complex business problems for our clients. We are a 'next-generation' technology firm, driven by a unique Mode 1-2-3 strategy that not only acts as our roadmap for the future, but also a powerful model for any enterprise looking to thrive in this age of disruption.
HCL operates out of 45 countries with over 149,000+ ideapreneurs from 140 nationalities and has consolidated revenues of USD 9.7 billion, for 12 Months ended 31st Dec 2019.
Tasks:
As a Quality Analyst you will be responsible for evaluating agents to ensure adherence to communication and language acceptability standards. Responsible for providing coaching/feedback to agents in order to develop their communication skills.
Your main aim will be to review helpdesk agent's tickets and provide feedback to them.
Daily activities:
- Daily audits followed by coaching and feedback
- Daily Analysis followed by coaching and feedback
- Publishing dashboard and trend of audit/analysis-weekly/monthly
- Tracking progress of agents
- Developing briefings basis common findings from audits/analysis fortnightly
- Coming up with Process Level Improvement along with taking those to closure
- Weekly/Monthly Technical Audit and CSAT review calls
Requirements:
- Process Knowledge
- Communication skills – verbal & written
- MS Office knowledge
- Presentation skills
- Interpersonal Skills
- Excel Knowledge
- English level – C1
- Spanish level – at least B2
- Portuguese – at least B2
Experience:
- Strong process knowledge of SD with minimum 2 years of experience
- Minimum 2 years of experience as Quality Analyst
We offer:
- Life insurance
- Private healthcare
- MultiSport Card
- Clear career path in a growing multinational organization
At HCL, we don't just accept the differences—we support it and celebrate it. We are committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone's place.