Quality Assurance Analyst (m|f|x) European Union

This position is open to candidates based in any EU country.

We especially welcome applicants with multilingual skills including Polish, French, Dutch, Romanian, German, Itlian.

Tasks

• Monitor and evaluate performance of agents specifically on product knowledge, accuracy, tone, compliance and adherence to company policies.
• Conduct root cause analysis, case sharing and coaching of individuals, including providing timely feedback.
• Analyze reports to identify trends and recurring issues or areas to improve or value-add.
• Ensure standardizing of the internal QA monitoring system, metrics/rubrics and, proactively identifies new ways to improve overall QA work.
• Implement QA strategy with scalable processes/systems that efficiently monitor the accuracy and status of overall team performance.
• Assist in developing and revamping of SOP and frameworks, including conducting regular calibration to ensure consistency and accuracy.
• Collaborate and coordinate with different departments such as Operation, Training, HR to align initiatives and processes in ensuring efficiency and effectiveness
• Keeping abreast with latest updates of the industry and product information, including emerging user concerns in order to update evaluation criteria.

Profile / Your qualification / Your personality

• Ideally but not limited to, Bachelor’s degree in Business Administration, Finance/ Economics, Communication, Data Science/Analytics
• Minimally 3-4 years of experience as a Quality Assurance in customer service environment i.e call-center
• Advantageous if you are QA with prior CS experience responsible for supporting customers on email and chat channels.
• Prior knowledge in setting goals for continuous improvement of service quality standards and the level of client satisfaction; able to conduct root cause analysis;
• Able to work under pressure and adapt to a fast-paced environment, show strong sense of responsibility and a passion for customer service management, work proactively with service mindset, strong problem solving and delivery skills
• Excellent English communication skill, additional knowledge in any Asian language would be a plus
• Advantageous if you have working experience in the finance industries or BPO supporting financial clients.
• No problem working on site and rotational shift if necessary.

Contact

Charlia Z.

Global Talent Acquisition

Location