Customer Service Quality Analyst

Описание

As Acronis is dedicated not just to Cyber Protection but to the general protection of its potential and current employees, recruitment and onboarding process are being held online during the current global COVID-19 situation.
Acronis leads the world in cyber protection - solving safety, accessibility, privacy, authenticity, and security (SAPAS) challenges with innovative backup, security, disaster recovery, and enterprise file sync and share solutions that run in hybrid cloud environments: on-premises, in the cloud, or at the edge. Enhanced by AI technologies and blockchain-based data authentication, Acronis protects all data, applications and systems in any environment, including physical, virtual, cloud, and mobile.

With dual headquarters in Switzerland and Singapore, Acronis protects the data of more than 5 million consumers and 500,000 businesses in over 150 countries and 20 languages.

RESPONSIBILITIES:

Email/Chat/Phone Quality assurance operations for Service Providers line of business (remote and side-by-side Quality Sessions)
Identifying areas of improvements and bottom performers; helping the respective Support Professionals and Managers to raise their quality and Customer Satisfaction (CSAT) scores
Ensure that Quality Assurance process is well-aligned with CSAT (cases with higher Quality Results scores get better CSAT ratings from Service Providers)
Meet Quality Session goals (quantitative and qualitative metrics) set by Quality Manager
Participate in weekly Quality Calibrations, meet compliance target
Participate in monthly Quality Scores Reviews with Support Managers
Inform department about changes in processes (CIA process) and create Refreshers for Service Provider line of business
Identifying training needs and improvement needs in processes, procedures & utilization
Create/update training materials, quizzes and provide high-quality training sessions
Assess skills of newly hired employees after completion of their training
Be responsible for mentoring newly hired employees in Service Provider support team
Establish and maintain productive working relationships with other internal departments
Based on submitted Quality Session suggest support volume drivers coverage in Acronis Knowledge Base and update the list of actual technical issues for Servicer Provider products
Provide regular and ad hoc reports/analysis on-demand

SKILLS & EXPERIENCE:

2+ years of experience in a customer service environment (experience with providing technical support to Service Providers will be an advantage)
Strong customer focus
Strong communication and relationship building skills
Strong drive for results
Ability to engage and inspire commitment to a vision and plan of action
Ability to foster a sense of teamwork and cross-functional collaboration
Pursues self-development by actively developing own skills and capabilities to enhance performance and to achieve personal and organizational success
Demonstrates adaptability by working effectively in the face of ambiguity, shifting priorities, and rapid change
Fluent English (both written and verbal)

WE OFFER:

Attractive remuneration
Public Transport Support
Multisport card
Additional Health & Dental insurance
Free fresh fruits in the office
Free drinks (Coffee/Tea/Water)
Free parking slot
Tickets for conferences and seminars
Challenging atmosphere and interesting projects
Future career development in a multinational company
Offsite events and parties
#LI-MM1

Изисквания към кандидата

Езикови познания:
Английски език

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

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ул. Сан Стефано 22, ет. 3

Дата:

01.02.2021

Организация:

Acronis
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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