Quality Analyst_Team Leader with German, Lebara account
Quality Analyst_Team Leader with German, Lebara account
It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Concentrix, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across many continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.

The Quality Analyst/Team Leader is responsible for the team projects results monitoring and the client requirements achievement, presentation and verification and the overall success of CSAT, quality of service delivered and intraday management functionalities.

Role Specific:

• Provide daily operational support to the team covering resource and vacation planning, monitoring and feedback and assistance
• Monitoring performance against service levels, implement actions to achieve them and fulfill performance reporting requirements.
• Motivate the team to achieve a high level of performance
• Directs team activity to achieve performance measures relating to customer satisfaction and process efficiency
• Accept and act on customer escalations
• Drive Net Promoter Score (NPS)
• Drive Contact Quality (CQ)
• Explore opportunities for improvement on client satisfaction process
• Drive standard development across team and centers
• Acts as key point of contact on CQ and NPS activities
• Implement process improvement initiatives
• Identify and participate on problem resolution
• Cascade to the teams new projects
• Training of new hires regarding the specific case/call handling process
• Organize and run weekly meetings on client satisfaction process
• Provide reporting on compliance standards
• Call/case monitoring
• Reporting and analysis of the results
• Regular feedback sessions with the employees
• Calibration sessions with the Client on the current audit requirements
• Contribute to providing world class support by identifying areas of opportunity and strength through consistent ticket review
• Responsible for identifying gaps in support responses
• Monitor and check quality of the support responses on a daily/weekly/monthly basis
• Share with management top and bottom performers through weekly updates
• Maintain focus on data integrity and producing work of the highest quality
• Become an "expert" on support processes and make recommendations towards next steps for improvement
• Identify and promote continuous improvement opportunities in training, process and policies
• Identify and remove barriers to employees` success wherever they originate (tools, training, etc)
• Performs additional tasks according to business needs


• University degree
• Numerical & Analytical Skills ( Microsoft Excel, Brio & IEX)
• Proven experience in relationship management and networking
• Excellent English and German language skills, both written and verbal
• Excellent knowledge of MS Office applications
• Flexibility and ability to manage a demanding and changing workload
• Excellent communication, presentation and leadership skills and ideally have gained team leader experience within a call center environment.
• Self-driven and motivated.
• Ability to configure and modify connections to various Data Sources
• Need to present to Senior Management and keep customers appraised with progress
• Coaching skills
• Time management and organizational skills

What we could offer you?

We provide a clear path to career development and offer support, advice, and coaching every step of the way. Some of our other benefits include:

• Competitive salary;
• A bright, modern and exciting place to work, with excellent staff facilities;
• Voluntary Medical plan;
• Life insurance;
• Annual reward and recognition events;
• Holiday pay;
• Team and Concentrix events.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Изисквания към кандидата
Образование: Бакалавър

Езикови познания:
Английски език, Немски език

Трудов опит:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Средно управленско ниво

Мениджмънт, бизнес развитие
Населено място:
Гр. София
район р-н Лозенец ж.к. Младост 4, Бизнес парк София, сграда 5А, ет. 3
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за CONCENTRIX SERVICES BULGARIA LTD може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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