Quality Analyst for Social Media project – German speaker The main focus of the Quality Analyst is to perform monitoring.
The Quality Analyst (QA) is responsible for monitoring transactions between CSR's and Customers (Voice, Email, Chat, Click-to-Call, social media, or other channels) to identify and suggest opportunities for improvement needs in the projects in order to help Teleperformance meet our client's expectations concerning CSR's and project performance.
What you'll do Identify findings that allow the improvement of CSR and operational results;
Perform monitoring, autonomously and impartially, according to project requirements to objectively evaluate processes compliance;
Apply BEST QA Requirements;
Identify risks in the projects and suggest ways of internal control to mitigate the associated risks;
Identify potential fraud and security-related issues: short calls, authentication, tools, sales, referrals;
Provide valuable information about the project to the Business Quality Analyst (BQA);
Report nonconforming situations;
Be an active part in the processes of continuous improvement, proposing improvement and innovative methods across the department and the company;
Communicate to leadership any known infractions of Corporate Policies and procedures immediately;
May perform other duties as requested not specifically addressed in this document.
What you'll need Higher Education Degree (preferential);
Fluency in German & English (mandatory);
2 years' experience in Contact Center (preferential).
Benefits Excellent work opportunity in a dynamic leading multinational company;
Possibility of cooperation with leaders in various industries;
Investment in training and personal development;
Modern, centrally located buildings with canteen facilities and an excellent public transportation connection;
Health Insurance;
Free language courses, sport activities, and organized events;
Free healthy meals in the cafeterias, such as soup, bread, salad, and fruit.
Apply now Become a member of a worldwide team
#J-18808-Ljbffr