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Quality Analyst with English

Job Location: Bucharest

Regional Description: Romania

Job Number: 00680875

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- Job description

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:

o   Professional growth opportunities that recognize individual contributions and performance;

o   Friendly work environment, being surrounded by professional colleagues;

o   Opportunity to practice English with native speakers;

o   An experienced Career Counselor to guide you and check on your progress;

o   Extensive training through a variety of methods – online, classroom, etc;

o   Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;

o   Interesting and challenging work for the world’s leading companies – our clients;

o   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.

o   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.

 

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:

o       Excellent written & verbal communication skills in English (advanced);

o       Ability to work analytically in a problem-solving environment;

o       0-2 year of work experience;

o       Reactive to requirements and a pro-active person;

o       Capable of identifying root causes and the corresponding action items to improve and/or sustain performance;

o       Able to communicate clearly and succinctly;

o       Demonstrates ability to listen, to be patient & action oriented;

o       Strong customer service focus;

o       Good presentation and facilitation skills (classroom/virtual);

o       Able to work under pressure ensuring timelines are met;

o       Familiarity with the basic QA processes;

o       Willingness to work on a shifting schedule as needed.

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