Unternehmensbeschreibung
Exciting news! Our QA team in Pristina is growing and we’re looking for you!
If you’re detail-oriented and a natural problem-solver looking for your next career challenge – keep on reading as we have an excellent opportunity for you.
Stellenbeschreibung
Comply to the internal policies and procedures set by the company and external by the client
• Handle Email/Phone/Chat contacts for the customers using the tools provided in excellent qualitative and quantitative manner
• Strictly adhere to the work schedule and work towards common team goals
• Strictly adhere to daily task management goals and ad-hoc requests
• Perform monitoring process as per client requirements, the COPC Standard & as per the in-house process to ensure customer experience
• Monitor contacts as per the prescribed guidelines, quotas, schedule and deadlines (internal and external)
• Keep a track of all the monitoring/audits/mining’s and meet sample plans
• Perform shadowing side-by-side sessions next to the agents and provide feedback on the spot
• Provide feedback to the associates/coaching sessions based on monitoring findings
• Proactively isolate areas of opportunity overall for the team and agent wise-report it to management and suggest action plan for improvement
• Provide input to the other members of quality team, trainers and management
• Attend client/partner initiatives with regards to quality
• Generate quality reports and perform quality analysis based on the reports and communicates results with the management
• Program analytics (including analysis of end-user complaints and end-user survey feedback)
• Share best practices with the team and actively participate in coaching sessions when needed
• Keep the team up-to-date for any process changes
• Participate actively in QA calibrations, call listening (internal and external)
• Prepare and conduct daily briefing on product and process current topics
• Follow the hierarchy structure for escalation of any issues related to work;
• Adhere to the non-disclosure agreement;
Qualifikationen
Excellent process knowledge (80%+ knowledge test compliance)
• 6 months relevant experience
• Previous experience in similar programs is a plus
• College or University degree
• Very good computer literacy is compulsory (MS Excel, MS PowerPoint, excellent usage of CRM systems and knowledge bases);
• Excellent knowledge of German | Italian | in written and spoken and good level of English;
• Excellent communication skills;
• Ability to provide feedback;
• Willingness or skills for a customer-oriented job;
• Precision, loyalty, efficiency.
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
