Hungarian Quality Analyst

Sibiu

Requirements

• Excellent written and verbal in Hungarian and English;
• Knowledge of call center processes including utilization tracking
• Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance, including quality monitoring processes, CSAT loop, ADP; monitoring, coaching, feedback;
• TDB (or equivalent system) & ADP usage, output metrics;
• Understand monitoring form attributes;
• Coaching board / coaching plan understanding;
• ADP process and feedback loops – understand KPIs, charts, tables and targets;
• Calibration process (including basic understanding of Coach shadowing and individual calibration); targets and tools;
• Strong feedback and evaluation skills; ability to motivate, support and engage; ability to drive individual improvement through feedback;
• Motivational skills;
• Soft skills / sales trained;
• Presentation skills;
• Ability to communicate clearly (precise, easy to understand, to the point), adapt communication content to the audience;
• Ability to collect feedback from the team and deliver back to the management after adapting level of detail etc.
• Verbatim / case category calibration, analysis process; appeal process if applicable;
• Basic training delivery skills;
• Critical thinking;
• Very good knowledge of MS Office Applications;
• Basic knowledge of computer hardware and software;
• Ability to work in a team;
• Willingness to work in shifts;
• Punctuality and attention to details;

Responsibilities

• Represent Majorel and the client in a professional manner;
• Monitor and coach/mentor agents on quality improvement; driven by a daily/weekly and monthly target;
• Active participation in internal and external calibrations;
• Case wellness / ticket stamping where applicable;
• Capture monitoring findings and coaching targets and agreements in relevant systems to maintain quality reports at agent and team level;
• Contribute to the alignment with Team Managers and quality team to develop agent and team specific action and development plans
• Provide written / verbal feedback to agents and tracking agents performance on all completed evaluations;
• Take calls, mails and chat on a regular basis;
• Support / jointly conduct weekly ART (Agent Round Table) with Team Manager;
• Communicate performance related indicators into the team and back to the Management;
• Perform Quality of Service analysis on agent and team level;
• Provide guidance on case handling based on the relevant process ;
• Identify training needs and communicate to TQM / trainer team;
• Assist trainers in end-of-training skills verification process e.g. by conducting and evaluating test transactions or shadowing and scoring live customer transactions;
• Support new agents during new hire nesting period;
• Deliver small training sessions and agent workshops;
• Prepare or proof-read in-language templates and call scripts;
• Assist in developing and streamlining business and quality procedures.

Our Offer

• Annual fixed bonuses
• Attractive rewards and additional performance-based bonuses
• Full private medical insurance & discounted prices for the dependents of the employee
• Childbirth support
• Online library access for passionate book readers
• Health & Nutrition: Health and wellness services at the office
• Various discounts for gym classes & other recreational activities
• Free development training, for both personal and professional purpose,
• Multicultural and enthusiastic work environment
• Access to the company’s cultural events including well-known festivals in Romania
• At Majorel, diversity is a part of our DNA. We are committed to providing equal employment opportunities and creating an inclusive environment for all candidates and employees. All qualified applicants will receive consideration for employment without regard to sex, race, color, creed, religion, national origin, age, disability status, marital status, pregnancy, sexual orientation, gender identity or expression.