SYKES

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Quality Analyst

Quality Analyst

Job ID 
2017-57984
City 
Cluj-Napoca
Country 
RO
Posted Date 
12/8/2017
Category 
Operations

More information about this job

Overview

RESPONSIBILITIES AND END RESULTS

  • Through call monitoring, feedback, training and assessment, the post holder is responsible for identification, analysis, reporting and eventual resolution of possible customer service and technical knowledge issues.
  • The post holder is required to liase with staff at all levels in the organisation, remaining objective, constructive and empathetic at all times.

              Key Result Areas:

  • To provide call monitoring solutions for OnePlus
  • To manage and schedule personal time in an effort to meet and exceed agreed service levels within the constraints of the training structure/schedule
  • To ensure full utilisation of alignment.
  • To provide structured proactive feedback to the other members of the PKI department on a weekly and adhoc basis.
  • To provide technical specialised input into site quality, training and operational functions.
  • To contribute positively towards both employee and client satisfaction.

 

EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

  • An aptitude for the delivery of feedback
  • At least three months with SYKES (applicable to SYKES employees)
  • Ability to cope with rapid change effectively
  • Language skills - German (C1) and English (B1)
  • A high level of literacy and numerical skills