Quality Assurance Analyst (QA) - German Project
- Durres
- Tipi
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- me orar te plote
- Fusha | Profili i punes
-
- Menaxhim Biznesi
- Gjuha
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- gjermanisht
Job Announcement: Quality Assurance Analyst for German Project
Location: Tirana/Durres, Teleperformance Albania
About Us:
Teleperformance Albania, a global leader in contact center services, is present in Albania with two offices in Tirana and Durres. We are currently seeking a motivated and detail-oriented candidate to join our team as a Quality Assurance Analyst (QA) for our German project.
Position: Quality Assurance Analyst (QA) - German Project
Key Responsibilities:
As a Quality Assurance Analyst, your role will primarily focus on ensuring the quality of interactions between agents and customers, as well as identifying areas for improvement. Your responsibilities will include:
If you are eager to make an impact by ensuring the highest quality standards, we encourage you to apply!
Please send your Curriculum Vitae to:
reclutamento@teleperformance.al
Kindly specify the position you are applying for in the subject line.
We look forward to your application!
Location: Tirana/Durres, Teleperformance Albania
About Us:
Teleperformance Albania, a global leader in contact center services, is present in Albania with two offices in Tirana and Durres. We are currently seeking a motivated and detail-oriented candidate to join our team as a Quality Assurance Analyst (QA) for our German project.
Position: Quality Assurance Analyst (QA) - German Project
Key Responsibilities:
As a Quality Assurance Analyst, your role will primarily focus on ensuring the quality of interactions between agents and customers, as well as identifying areas for improvement. Your responsibilities will include:
- Monitoring agent interactions to ensure both customer and client needs are met.
- Conducting internal monitoring based on company and daily quotas.
- Identifying and reporting suspicious or malicious behavior during interactions.
- Analyzing adherence to quality policies and procedures by monitoring agents.
- Executing the coaching process using internal standards for feedback and guidance.
- Performing observations and providing feedback per agent based on client or internal standards.
- Offering coaching and developmental opportunities through effective interpersonal communication.
- Collecting and analyzing top call drivers data.
- Developing reports in Excel to provide insights into top call drivers and key opportunities.
- Running and analyzing CSAT & DSAT Calculation reports.
- Sharing frequent reports on KPI progression metrics.
- Ensuring case accuracy by analyzing the correct documentation of case details.
- Attending internal and external call calibration sessions.
- Observing and providing real-time alerts for potential inappropriate behaviors, followed by immediate actions.
- Collaborating with the ATAC Supervisor to share insights and develop action plans for quality improvements.
- Delivering regular feedback to agents to help enhance performance.
- High School Diploma or equivalent.
- Fluency in German (spoken and written).
- Proficiency in MS Office.
- Familiarity with CCMS.
- Typing speed: 30 words per minute.
- Excellent written and verbal communication skills.
- Strong analytical abilities.
- Adaptability and flexibility in a fast-paced environment.
- Customer-oriented mindset.
- Strong interpersonal skills.
- Product knowledge and the ability to quickly learn new information.
If you are eager to make an impact by ensuring the highest quality standards, we encourage you to apply!
Please send your Curriculum Vitae to:
reclutamento@teleperformance.al
Kindly specify the position you are applying for in the subject line.
We look forward to your application!