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Quality Analyst - Italian - Brasov
Jujur. Honest, trustful, fair.
Transparency is key at Jujur. Our team is committed to deliver an honest and personal approach when it comes to recruitment solutions. Candidates and clients come to us as we take the time to really understand their needs.
We are upfront while setting realistic and achievable goals. We believe that treating others with fairness and dignity is the rain that helps them grow and be fruitful.
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,
- time support - Participate in training programs for better understanding of client and business expectations and to continuously develop and grow
REQUIREMENTS:
- Native level Italian 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
- 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
- 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)
Fii primul, care se va înregistra la oferta de muncă respectivă!
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