[Webhelp Albania Shpk]

Tirane

Nr. Njesia - Zona me e afert?

2 Piramida | ETC | RTSH | Stadiumi Arena

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Sherbim Klienti

Gjuha

1. anglisht
2. italisht

About Concentrix.
Hi, we’re a leading global provider of customer experience (CX) solutions and technology. We create game-changing customer journeys for some of the world’s best brands, and the ones that are changing the world as we know it. Every day, we Design, Build and Run CX that helps brands grow across the world and into the future. Whether it’s a specific solution or the whole end-to-end journey — we’ve got it covered. We’re the strategic thinkers who design brand-defining experiences. The tech geeks who build smarter solutions. And the operational experts who run it all and make it work seamlessly. Across 70+ countries and six continents, we provide services across key industry verticals including technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. Concentrix Corporation (NASDAQ: CNXC) operating under the trade name Concentrix
Location: virtually everywhere - visit concentrix.com to learn more.

Success is waking up happy to do a job you love. Looking for that job?
Join our new team of game-changers in Tirana!

We’re currently looking for: Quality Analyst Coordinator.

• Job Description Summary

The Quality Coordinator is responsible for supporting one account with delivery from multiple sites. This position supports the designing of quality related processes, taking a sample of all key customer related quality processes, analysis of results, participating in problem solving, and designing process improvement initiatives. He/she participates in internal quality performance audits, system reviews, and overall application of the quality system across their respective accounts and region.





Job Description

• Evaluate adherence to and efficiency of key customer related quality processes that support ability of organization to achieve business results and client satisfaction for multiple accounts within a single region
• Initiate quality process changes to achieve desired business goals, client and customer satisfaction for multiple accounts within a single region
• Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfaction in multiple sites
• Analyze results and trends on all quality metrics across assigned multiple account(s);
• Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program level Quality results/trends across region
• Recommends and initiates organizational and process change, as appropriate
• Support management focus on review of key drivers, metrics and operational processes in partnership with primary Quality Manager
• Maintain Quality governance activities, including but not limited to process documentation / standardization, staff onboarding standards, establish career paths, reporting standards, etc. for multiple accounts within a single region
• Maintain integrity of Quality data reporting including input process, validation checks, and output alignment across their respective region
• Coordinate a group of Training and Quality Analysts across multiple sites and streamline process while facilitating cooperation across teams.
• Work closely with the operation managers to establish improvement plans and perform transactional monitoring on various KPIs
• Be able to arrange, interpret and analyze large amount of data and present them in a clear and effective manner

• Additional Job Description
  • Experience in BPO and Customer Care Environment preferred.
  • Sense of professionalism and ability to develop relationships.
  • Strong attention to detail.
  • Self-starter, sense of urgency, and works well under pressure.
  • Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
  • Proficient in Microsoft Office with intermediate or upper intermediate skills.
  • Strong English communication skills, both written and verbal.
  • Additional EU language preferred between Italian, French, German, Turkish or Greek

Be part of one of the biggest companies in global outsourcing. Join a dynamic young and fun work environment with dedicated relax area and flat hierarchy with great opportunities to develop your skills. Concentrix is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

TO APPLY, SEND YOUR CV TO recruitment.al@webhelp.com .

Cel. : 0694033363