Our Client is a global leader partnering with companies on sales enabling, proceeds operations and thought-leadership. With headquarters in Silicon Valley, CA and offices around the world, they have hundreds of customers including top IT companies. Originated from data dependent, digital focused marketing, our Client delivers value at scale and speed to leaders in the industry. For their growing service centre in Cracow, we are looking for:

Location: Cracow

Nr.ref: QA/01/10

Responsibilities:

• agent-wise quality monitoring of transactions (chats, email, call recordings)
• team level quality analysis
• conducting calibration, creative approvals
• performing fraud audits and compliance audits
• defining and updating quality frameworks to match the workflows
• tracking team reporting
• presenting audit findings to client and internal stakeholders
• providing feedback and coaching to agents in order to improve quality
• attending sessions with client’s stakeholders to provide insights on quality improvements
• collaborating with training to help develop agent quality improvement plans

Requirements:

• minimum 3 years of relevant work experience
• fluency in German and Spanish or German and Portuguese
• solid understanding of workflow, tools used for providing services
• knowledge in Google tools (Docs, Sheets, Slides, etc.)and/or understanding of digital advertising platforms is a big plus
• ability to multitask in a fast-paced environment
• logical reasoning and problem-solving skills
• rapport-building and active listening skills

We offer:

• personal development in an international environment
• an attractive salary
• possibility of further professional development