About Us:

Our center in Budapest has been operational since 2014 and employs over 43 different nationals. 90% are locally hired resources, including over 40% women, 80% of the vendors are diversity suppliers. 

We serve multiple clients across various industries including healthcare, retail, manufacturing, technology, logistics, food chain, and chemicals. As an associate in Budapest, you’ll benefit from a great place to work – and there’s no better time to join. 

We’re continuing to invest in not only our people, but also our new modern and sustainable working environment.

Role Outline:

The Quality Analyst is primarily responsible for call monitoring and agent skill enhancement through effective feedback and coaching. The Quality Analyst will drive adherence of business processes and ensure the CSR’s are working and adhering to the defined processes. He / She will work with the TL/QM and Operations Managers in driving process improvements, feedbacks and compliance to SLA’s and SLO’s. The role demands high levels of energy, focus and discipline to drive the change across levels.

Key Responsibilities

• Knowledge: Understanding of the process, evaluation & feedback, reporting and analysis
• Establish controls on Transaction Processing aiming for a Zero Defect Output
• Report and Publish Transaction Quality Metrics
• Publish Dashboards
• Provide Feedback and suggestions for improvement
• GAP Analysis & Controls
• Error Analysis and Root Cause Analysis for process deviations
• Adherence & record maintenance to Internal and External QMS Audit Requirements
• Continuous Focus and Drive to meet and exceed SLAs
• Drive Organization Level Quality Initiatives

Experience – Essential

• Candidate should have excellent problem solving capabilities and lateral thinking skills
• Willingness to work in 24 X 7 work environment
• Good Knowledge of Audit and Evaluation function
• Analytical bent of mind having Knowledge of seven Quality tools.
• Ability to handle pressure and a natural go getter
• Flexibility and Availability for any ad-hoc business requirement
• Understanding of the Business situation and capability to address issues
• Fluent in English & German (Minimum C2 Level)

Experience – Desirable

• 1 year or more experience in similar role.
• Experience in Service Desk environment

Skills and Knowledge

• Excellent problem solving capabilities and lateral thinking skills.
  • Preferably –
    • Certified Quality Analyst (CQA)
    • Microsoft Office Specialist (MOS)
    • ITIL Service Desk Institute – Analyst.
• Excellent verbal and written communication skills.