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Quality Specialist in Sibiu

Responsibilities:


  • Contact (Call, E-mail, Chat, Ticket) monitoring (soft skills, technical quality, accurate documentation);
  • Schedule and coordinate feedback sessions with the agents;
  • Provide constructive feedback to the SD Engineers and their team leader;
  • Get involved in providing quality coaching, in order to improve the team's knowledge and performance;
  • Analyzing patterns & trends, initiating improvement ideas and following-up on implementation these ideas;
  • Analyzing and providing feedback on rejections (quality concerns), complaints, compliments and other applicable quality checks for the engineers, as well as internal and external clients;
  • Analyzing and providing feedback on CSAT to agents and clients;
  • Generating periodic reports for the management team;
  • When requested, participate in customer meetings that cover quality topics;
  • Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions.
    • Job Requirements
  • Minimum 6 months experience working in Stefanini;
  • Proven track record for delivering results in environments characterized by high growth, fast pace, and change;
  • Overall good understanding and knowledge of the IT infrastructure;
  • Excellent interpersonal and communication skills;
  • Critical thinking and problem-solving skills to assess client situations and provide actionable outcomes;
  • A proactive and flexible approach with a resilient and results-oriented nature;
  • High tolerance and flexibility to lead and manage ambiguous situations;
  • Good understanding of best business practices and process improvement.

    • Contact

    Datele de contact vor fi vizibile dupa ce veti aplica!

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