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Quality Analyst with German
HCL PolandKraków, małopolskie, Polska21 dni temu
Opis pracySupport 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. Deliver consistent call coaching / s Ensure that all agents in the team are coached Ensure 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 A Conduct training for Bucket C agents once every month Serve as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA Provide effective queue specific trainings as directed by management Should have knowledge to develop analysis and reporting capabilities Pitch in for process improvements to the delivery / client Client facing skills ITSM ITIL Quality Tools LEAN / FMEA Knowledge and implemented Good hands on experience in Excel PowerPoint and presentation To provide support for on call escalations and doing root cause analysis of given issue To independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Life insurance Private medical care MultiSport Card Subsidy for glasses Subsidy to language courses Christmas and holiday bonuses Clear career path in a growing multinational organization sharing the costs of sports activities private medical care sharing the costs of foreign language classes life insurance remote work opportunities flexible working time integration events retirement pension plan extra social benefits employee referral program charity initiatives Application Shorlisting Technical & HR Interview Offer Rollout
Quality Analyst with German
Miejsce pracy : Kraków
Technologies we use
Operating system
- Windows
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.
Your responsibilities
Our requirements
What we offer
Benefits
Recruitment stages
Please, 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)
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Analyst German • Kraków, małopolskie, Polska
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