Customer Service Quality Analyst

Описание

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Customer Service Quality Analyst who is ready to join us in creating a #CyberFit future and protecting the digital world!

As a Customer Service Quality Analyst, you will manage Quality of Service delivered to Service Providers by submitting Quality Sessions for email, chat and phone interactions. You will develop, execute and review action plans to drive up Quality and Customer Satisfaction (CSAT). Part of your duties will be to identify support-related improvements required to deliver top-notch Customer Experience.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

Deliver Email/Chat/Phone Quality coverage for Service Providers line of business (remote and side-by-side Quality Sessions)
Identify areas of improvements and bottom performers and assist Support Engineers and Managers to increase Quality and Customer Satisfaction scores
Ensure that Quality Assurance process is well-aligned with Customer Satisfaction scores
Meet Quality Session goals (quantitative and qualitative metrics) set by Quality Manager
Update the department on changes in internal support processes
Identify training and improvement needs in processes, procedures & utilization
Create and update training materials and quizzes
Provide high-quality training sessions
Provide regular and ad hoc reports and analysis on-demand
WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

Fluent written and verbal English
At least 2 years’ experience in a Customer Service environment
BA/BS degree or equivalent experience
Attention to detail and strong customer focus
Strong communication and relationship building skills
Persuasion and influencing skills
Ability to foster a sense of teamwork and cross functional collaboration
Аdaptability and effective work management in the face of shifting priorities
*Please submit your resume and application in English

WHO WE ARE

Acronis is revolutionizing cyber protection by integrating backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—physical, virtual, cloud, and mobile—all at a low cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.

WE OFFER

Competitive Benefits

Employee recognition program – CyberDragon Award
Employee referral bonus program
Hybrid and flexible working mode
25 days paid annual leave
Supplementary health insurance for employees and family members, including dental treatment
Childbirth bonus
Monthly sports card for employees and family members
Monthly public transport card
Office Benefits

Convenient and modern office location in the Building of the year including office massage and game rooms
Free parking for cars, bikes and bicycles
Free lunch vouchers
Parties, team-buildings and birthday compliments
Professional Development

Global mentorship program
In-house training and professional development activities
Certification courses
Participation in conferences and seminars
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.

#LI-KP1

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Телекомуникации
Aдминистративна дейност и продажби

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ул. Сан Стефано 22, ет. 3

Дата:

29.12.2022

Организация:

Acronis
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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