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Full Time
Remote during COVID-19
Krakow, Poland
6 months ago
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 • Fluent in German and English (min C1), any other European language nice to have 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