Nivel cariera

Entry (0-2 ani), Middle (2-5 ani)

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engleză

Adresa/adresele jobului


If you love the English language,

You surely have an advantage.

Come to our team and discover a role,

Where the communication is the main goal.

 

If you have a keen eye for detail,

And you manage to present data on a grand scale,

You are the perfect key to our team,

Being a quality analyst as it seems.

 

Also, it is good to know, there are some qualifications, nice to owe:

  • Excellent written & verbal communication skills in English(advanced);
  • Ability to work analytically in a problem-solving environment;
  • 0-2 year of work experience;
  • Reactive to requirements and a pro-active person;
  • Capable of identifying root causes and the corresponding action items to improve and/or sustain performance;
  • Able to communicate clearly and succinctly;
  • Demonstrates ability to listen, to be patient & action oriented;
  • Strong customer service focus;
  • Good presentation and facilitation skills (classroom/virtual);
  • Able to work under pressure ensuring timelines are met;
  • Familiarity with the basic QA processes;
  • Willingness to work on a shifting schedule as needed:00 - 23:00 ; 16:00 - 5:00).

KEY RESPONSIBILITIES

Quality Monitoring/Performance Evaluation

  • Conducts regular quality audits using established standards for evaluation
  • Provides real time feedback to Agents/TMs regarding results of the quality evaluation

     

    Calibration

  • Facilitates/participates in calibration sessions
  • Disseminates calibration meeting results to the Operations Team

     

    Analytics

  • Provides analysis and recommendations/suggestions based on the results of audits/calibration

     

    Quality Initiatives

  • Assists in implementing the quality initiatives for the department
  • Conducts meetings / huddles with appropriate stakeholders to discuss quality findings, observations, and action plans

     

     

    Subject Matter Expert

  • Maintains subject matter expertise through ongoing regular job experience by processing transactions and providing support to the operations with procedural and policy related questions

     

    Documentation

  • Provides support in documenting business processes and other continuous improvement projects
  • Maintains the organization of QA files/references and performance reports
  • Prepares accurate reports with trends, analysis and suggestions/ recommendations

 

Others:

  • Might be dual role supporting Quality and Escalations for multiple SOWs depending on capacity availability
  • Escalation role covers tracking and analytics reporting/RCA

In terms of benefits you must know,

We thought a lot about your growth:

  • Professional growth opportunities that recognize individual contributions and performance;
  • Friendly work environment, being surrounded by professional colleagues;
  • Opportunity to practice English with native speakers;
  • An experienced Career Counselor to guide you and check on your progress;
  • Extensive training through a variety of methods – online, classroom, etc.;
  • Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
  • Interesting and challenging work for the world’s leading companies – our clients;
  • A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
  • Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.

 


  • Interviu online
  • Please rate your English skills, on a scale from 0 to 3 where 0= N/A; 1=Basic; 2= Conversational; 3= Fluent.
  • What are your salary expectations for this position?
  • Do you have availability to work in shifts? (10:00 - 23:00 ; 16:00 - 5:00)