Quality Specialist with German and English
Are you keen on finance, online payment platforms and innovative business applications? Then this opportunity might be just the right one for you! To ensure the expansion of our service delivery center in Sofia we are looking for a Quality Specialist, who will work on ensuring the performance of the team supporting the business of one of the biggest online payment platforms in the world, offering a fully integrated suite of payment products. Our client is in the Forbes 50 list of the most innovative companies in Fintech and also recognized as the most highly valued private fintech company in the US.

The main focus of the Quality Specialist role is to monitor and drive CSAT and Quality Score performance of the team. The role requires in-depth knowledge and subject matter expertise with regards to guidelines, processes, policies and tools used by the Specialists. The role involves detailed analysis of random samples of user interactions, as well as a review of all user interactions with unfavorable ratings in order to address the gaps, provide guidance and feedback to support Specialists and record the outcomes of the root cause analysis. Quality Leads are expected to work closely with the training function and proactively flag gaps or inconsistencies related to training, process, documentation, guidelines or tools.

• Maintaining up to date expertise on company products, procedures, processes and tools, as well as the taxonomy of issues related to inquiries from users
• Perform Quality, CSAT and Feedback reviews as required by Operational needs
• Assist in helping the Specialists with live case management and questions about quality, tools usage, product and accuracy of responses
• Coach and provide feedback to individual Specialists to develop their core skills and improve performance
• Complete Specialist feedback sessions regarding Quality and CSAT
• Create an open and honest feedback flow with Management regarding Specialists performance and recommendations
• Maintain all records relating to quality, CSAT, accuracy and all other reviews
• Collaborate with the Training function in order to flag the need for the creation of training materials as required
• Collaborate with the Project Specialists in order to flag the need for amendments in documented process guidelines
• Provide daily / weekly / monthly updates and reports to site management
• Collaborating with the Team Manager and Specialists to identify training, performance & quality opportunities
• Identify and implement initiatives to increase overall customer satisfaction
• Working on ad-hoc projects, tasks, deep dives as requested by the Client or by Management

Required Skills:
• Native level of German and fluency in English
• 2 years of prior work experience in a quality or leadership role in a BPO contact center.
• Strong attention to detail and analytical skills required to perform effective root cause analysis
• Excellent communication skills required to proactively collaborate with other functions and the Client in order to close the gaps related to identified root causes of sub-optimal user experiences
• Customer service focused, with the ability to effectively work with colleagues, team managers and users in a friendly, respectful and polite manner
• Proactiveness in relation to feedback
• Analytical skills in using spreadsheets, presentations, and other analytical reporting software to analyze results and report on key metric drivers

We will give you:
• Very competitive salary
• Attractive performance incentives
• Top-notch training
• Unique social benefits package which includes: Additional Health Insurance; Life Insurance; Food Vouchers; Gift Vouchers; Transportation Allowance
• Employee recognition programs

Only shortlisted candidates will be contacted.
Изисквания към кандидата

Езикови познания:
Английски език, Немски език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Трудов безсрочен

Ниво в йерархията:

Консултантски услуги
Контакт център (call centers)
Населено място:
Гр. София
район р-н Триадица бул.ПАТРИАРХ ЕВТИМИЙ No 82, ет. 1
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Sutherland може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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