[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. italisht

Role Overview:
We’re currently looking for a Quality Analyst/ Trainer who is responsible for ensuring that the service meets the established standards of quality including reliability, usability and performance required for distribution and the market.

Responsibilities:

• Ensure the proper functioning of the quality control system.
• Perform recordings and evaluations of calls and back-office cases according to a given repository.
• Participate in the process of upgrading project quality skills through calibration and calibration sessions.
• Ensure proper application and compliance of processes.
• Manage training for new resources.
• Take care of the KNOWLEDGE Base tool maintenance
• Provide feedback and coaching to agents and representatives based on their performance.
• Analyze the information acquired and use it to build best practices in order to reduce errors and improve process performance.
• Create and manage Quality performance tracking reports.
• Demonstrates a depth and breadth of knowledge / skills in their area and is often able to apply them outside of their function.
• Solves complex problems independently; proactively identifies new solutions to problems.
• Plan, prioritize and organize work to achieve established goals.

Requirements:

• Strong taste for processes and performance.
• Exceptional analytical and reporting skills.
• Demonstration of reliability and force of proposal
• Rigorous, challenging spirit and dynamic personality.
• Excellent sense of listening and good interpersonal skills.
• Mastery in MS office tools and most particularly Excel.
• Italian native or excellent language skills
• Fluent English language
• Bachelor/Master's degree in Business
• Minimum 1-year experience in quality assurance or trainer activities
• Team development, communications skills, focused on high employee satisfaction and reliability

Why Should you apply:
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. Webhelp 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.

Our clients are seeking teams of bright and diverse individuals to work in a brand-new contact center which offers a wide range of support to users throughout the World. Teams are fully multilingual, and you will work within a truly international organization and team. Do you want to build a career within a new multinational fast-growing company in Albania? Are you interested in working for an innovative, technology driven company? If you say yes to these two questions, then we are waiting your application!

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