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 04/05/21

Responsibilities:

• identifying areas of service incident data, emails, voice clips, and customer surveys that did not meet pre-established performance standards
• team level quality analysis
• reviewing and auditing incidents and telephone interactions along with reviewing and investigating customer survey responses for a particular market or group of agents
• monitoring employee quality records
• defining and updating quality frameworks to match the workflows
• presenting actionable feedback to improve individual and team performance
• providing structured and timely feedback/recommendations 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 1 year of work experience in a Quality Analyst position
• fluency in English and Spanish/German/Dutch
• solid understanding of workflow, tools used for providing services
• knowledge in Google tools and/or understanding of digital advertising platforms is a big plus
• ability to multitask in a fast-paced environment
• good analytical thinking and decision-making skills
• report-building with attention to details

We offer:

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