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
