Quality Analyst with German
Miejsce pracy : Kraków
Technologies we use
Operating system
About the project
Quality Analyst with German will act as a Subject Matter Expert with respect to communication and technical knowledge for the analysts in MSC.
Support the operations on any issues or concerns related to communication and technical.Monitor calls and gives feedback to agents and in turn help the program to improve.The Quality Analyst will be responsible for compliance of processes and procedures in the Quality team.They will be responsible for identifying training needs and identifying improvement needs in processes, procedures, and utilization.Will work closely with Delivery Team in the development and implementation and support of operational policies and procedures.Your responsibilities
Deliver consistent call coaching / sEnsure that all agents in the team are coachedEnsure effective feedback to all the agents in a timely manner, encouraging improvement for the agent Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket AConduct training for Bucket C agents once every monthServe as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLAProvide effective queue specific trainings as directed by managementShould have knowledge to develop analysis and reporting capabilitiesPitch in for process improvements to the delivery / client Client facing skillsOur requirements
ITSM ITILQuality Tools LEAN / FMEAKnowledge and implementedGood hands on experience in ExcelPowerPoint and presentationTo provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update and management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen CasesWhat we offer
Life insurancePrivate medical careMultiSport CardSubsidy for glassesSubsidy to language coursesChristmas and holiday bonusesClear career path in a growing multinational organizationBenefits
sharing the costs of sports activitiesprivate medical caresharing the costs of foreign language classeslife insuranceremote work opportunitiesflexible working timeintegration eventsretirement pension planextra social benefitsemployee referral programcharity initiativesRecruitment stages
ApplicationShorlistingTechnical & HR InterviewOffer RolloutPlease, read our Candidate Data Privacy : https : / / www.hcltech.com / candidate-privacy-notice
HCL Poland
HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion.
To learn how we can supercharge progress for you, visit hcltech.com.
We thank all interested candidates for their applications. We reserve the right to contact only selected candidates. Only those applications that include the candidate's consent to process personal data will be considered. Please use the sentence below : I hereby give consent for my personal data included in the application to be processed for the purposes of the recruitment process in accordance with Art. 6 paragraph 1 letter a of the Regulation of the European Parliament and of the Council (EU) 2016 / 679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95 / 46 / EC (General Data Protection Regulation)
