Quality Assurance analyst- Враца

Описание

General duties:
Monitor and ensure that the provided level of support by the consultants meets the established quality standards and customer expectations;
Help with the consistent performance improvement through structured feedback and coaching sessions with each of the consultants;
Keep a good Quality control documentation for reporting and monitoring of the quality metrics;
Review and evaluate handled interactions by the consultants via phone, chat and email and perform live shadowing sessions;
Perform root cause analysis;
Customer feedback analysis (NPS);
Increase the quality efficiency by applying necessary changes;
Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance the total customer experience;
Help with identifying training needs and with material creation for specific training sessions;
Help with creating Knowledge Base content.

Requirements:
Over 2 year of relevant quality assurance experience preferred;
Experience working in a contact center environment;
Demonstrated understanding of contact center processes and procedures;
Critical thinking with the ability to contribute to challenging assignments in a business-critical environment;
Ability to multitask and work independently with precise detail and follow-up sessions;
Demonstrated analytical, organizational and great communication skills;
Proactive attitude, self-driven and results oriented;
Comfort in different tools usage (Microsoft Excel, Word, PowerPoint, Outlook, Cisco, etc);
Great coaching and feedback skills;
Attention to detail and Root cause analysis skills, recognizing patterns;
Reporting and Data analysis skills;
Problem solving skills;
Fluency in English is preferred.

DSK Bank offers:
Perfect opportunities for professional and career development in a leading Bank in Bulgaria;
Professional trainings for specific knowledge and skills;
Dynamic and challenging position offering freedom to present and accomplish your bright ideas;
Competitive multi-component remuneration and attractive bonus scheme;
Food vouchers;
Promo price for Multisport Cards;
Wellness program;
Discount program with external vendors;
Healthy working environment within a great team of professionals;

Documents for application:
CV

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Специалист - качество

Държава:

България

Населено място:

Гр. Враца

Адрес:

ул. “Московска” 19, Централно управление

Дата:

06.12.2023

Организация:

Банка ДСК АД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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