Gaming Quality Analyst with German

Описание

Gaming Quality Analyst with German
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.

The Quality analyst is a cross-center role, acting as a liaison between the Line Operations Manager and the Senior Management team. S/he is responsible for team project results monitoring and the client requirements achievement, presentation and verification and the overall success of CSAT, Quality of service delivered and intraday management functionalities.

What will you do?
Drive Customer Satisfaction project (CSAT)
Explore opportunities of improvement on client satisfaction process
Drive standard development across teams and centers
Acts as key point of contact on CSAT activities
Implement process CSAT improvement initiative
Identify and participate on problem resolution
Cascade new projects to the teams
Training of new hires regarding the specific case/call handling processes
Organize and run weekly meetings on client satisfaction process
Provide reporting on Compliance of standards
Call/ case monitoring
CSAT call backs
Compliance on CSAT schedule
Reporting and analysis of QA
Regular feedback sessions with the agents
Calibration sessions with the client on the current audit requirements
What you need to have?
Numerical & Analytical Skills
Proven experience in relationship management and networking
MS Office (advanced level of excel and power point are a plus)
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
Fluency in German, both verbal and written
Fluency in English, both verbal and written
Active interest in the gaming world and proficiency in troubleshooting technical issues in a PC/Mobile/Console environment
Network skills will be considered as an advantage
Ability to work on flexible shifts including hours till 11:00 pm
Why to work for Concentrix?
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
Dedicated gaming room with opportunity to “play” with the products and services available at the site and online
Extensive training
Various career development opportunities
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
About Concentrix
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 centres. 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.

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

Езикови познания:
Английски език, Немски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Специалист - качество

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ж.к. Младост 4, Advance Business Center 1, ул. Самара 4

Дата:

12.09.2018

Организация:

CONCENTRIX SERVICES BULGARIA ЕООD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за CONCENTRIX SERVICES BULGARIA ЕООD може да получите ТУК