Position: Quality Analyst

Location: Brasov (Hybrid 1 a 2 times per month office)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis
• Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy
• Effectively support CSA quality performance improvement in alignment with Operation Team Lead priorities, based on quartile management
• Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
• Provide comprehensive input for Quality reporting
• Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
• Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
• Participate in training programs for better understanding of client and business expectations and to continuously develop and grow

REQUIREMENTS:

• Native level French and fluent (min C1) English skills in writing and speaking
• Min 1 year experience in a simular position (BPO Industry)
• Excellent attention to detail and ability to maintain accuracy
• Great data analytic and problem-solving skills, continuous improvement mindset and toolset
• Good communication and interpersonal skills
• Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications
• Optimistic, friendly, positive, and self-motivated personality
• Ability to work in team
• Service-oriented profile and with a focus on problem solving

OFFER:

• A dynamic and diverse job in a pleasant and modern environment
  
• Opportunities for personal and professional development
• Hybrid work model, 1 a 2 days per month to the office
• Monday to Friday 9am-6pm (1h break)