Quality Analyst with Bulgarian Cluj-Napoca

Quality Analyst with Bulgarian
Cluj-Napoca
Cluj-Napoca, Cluj County, Romania

Since 1998, we've been active in the Human Resources consulting market, providing regional coverage across four key areas of expertise: recruitment and selection, personnel leasing, assessment centers and consultancy. As leaders in Transylvania, we've expanded our reach to embrace a culture of continuous improvement, thereby strengthening our position in the Romanian and also regional market. This commitment underscores our dedication to evolve alongside the dynamic needs of our clients and the
- changing landscape of the business environment.

Our success stems from the professionalism of our services, the multidisciplinary expertise of our consulting team and our ongoing collaboration with those who rely on our consultancy services.

Building
- term partnerships with clients across diverse industries such as IT&C, automotive, outsourcing, pharma, banking, FMCG and more, is our primary objective.

Our commitment to client orientation, teamwork, flexibility, excellence, dedication and responsibility reflects our aim to bring added value to our services.

Role description:

• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and
  evaluating calls.
• Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
• Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring.
• Execution of compliance tests for SA&E topics and coordination with the Quality
  Manager.
• Preparation of reports according to defined qualitative and quantitative specifications of the client.

Qualifications:

• Good numerical and verbal reasoning skills.
• Dependable, reliable and able to perform duties with minimum supervision.
• Flexible and able to work under pressure.
• Excellent MS Office professional skills.
• Fluent Bulgarian is essential.