Quality Analyst (English & German) (PE-11192)

A munkáltatóról / About the company
Our Client is a multinational and prestigious company. To their continuously expanding team in Budapest we are looking for a Quality Analyst (English & German)
Pozíció részletezése / Position overview
What you’ll be doing:

– Audit and assess agent/associate’s performance based on certain pre-defined parameters/checklist on a random sample picked for audit in an unbiased manner
– Evaluate/score each transaction and provide DPO (Defects per Opportunity) or DPU (Defects per Unit) score to the agent/associate
– Mentor and Counsel the associate on the areas of improvement. Ability to resolve conflicts from QA standpoint and passionate about helping others achieve results
– Work with the associates in improving their performance and reduce the errors
– Work with low performers and suggest additional training needs
– Conduct QA awareness sessions to the new joiners
– Position may have up to 80% phone time depending on volumes and business needs
– Ability to work with both internal and client teams
– Categorization of errors and report them to management (Apply 80-20 principle and report the 20% (or Top 5) errors causing major number of defects
– Work with the Supervisors on the RCA (Root cause Analysis) and improvement plans
– Organize training sessions to the team to mitigate the defects
– Create awareness programs on the floor by sending mailers/teasers and running competitions on the floor
– Work with the client and do the calibration activities as agreed
– Analyze the gaps in the process and work with the training team and continuously update the documentation with – the potential pitfalls so that they can be covered during KT sessions
– Report the audit findings, RCA’s and improvement plans to the management on a daily/weekly/monthly basis or as – and when required
– Flexibility to work in shifts and weekends (if the business demands). Ability to multi-task, meet multiple deadlines and handle pressure with tact and poise.
– Participate in special projects as needed.

What you need to have:

– BA/BS degree or equivalent experience
– Proficiency in German and English
– Should have great communication skills, have an eye for detail and analytic mindset
– 2 to 4 years working in a service/customer service/sales/ call center organization
– A minimum of 1year in Quality auditor role
– General understanding of internet technologies
– Understanding of Windows XP and Apple OS 10 a plus
– Experience using Salesforce.com a plus
– Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
– Demonstrates an eye for detail
– Excellent communication skills – written and oral
– Ability to analyze data and derive actionable insights
– Client focused and solutions oriented; Good problem solving and analytical skills. Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
– Ability to collaborate and work effectively with cross functional teams
– Self-learner interested in both the how and the why
– Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
– Demonstrates ability to coach and provide feedback to analysts
– Previous experience in a customer or technical support role a plus
– Fluency in Spanish a plus

What we offer:

– A workplace where you can apply your very good language skills in customer contact daily
– An organization driven by technology – We have a tremendous technology backbone
– Open, ‘can do’ team spirit
– Extensive skills training and development opportunities
– Attractive compensation package
– Hybrid model of working


Cím: 1134 Budapest, Dévai utca 19. VIII/811

E-mail cím: office@jobsgarden.hu

Mobil: +3670 399 9557

+3630 4450677
(English speaking contact)