Ideal Candidate
- Delivers trainings/refreshers/workshops on behalf of or in collaboration with the Trainer, based on management’s request.
- Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement.
- Maintain quality reports on Agent and Team level.
- Assist in developing and streamlining quality procedures.
- Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level.
- Contribute to the alignment with Team Leaders and Quality Team to develop agent and team specific action and development plans.
- Support/ jointly conduct weekly Agent Round Table with Team Manager.
- Communicate performance related indicators into the Team and back to the Management.
- Email communication with the Client, regarding Quality Measures.
- Handle customer inquiries.
- Ensure compliance with company regulations with regards to Data Security and Protection Standards.
Job Description
- Previous experience in Quality Assurance.
- Availability to work full on site is mandatory.
- Proficient German skills (verbal and written)- C1 level.
- Proficient English skills (verbal and written)- B2 level.
- Proficient knowledge of business-related processes and procedures.
- Understanding of quality and operational KPIs.
- Ability to analyze quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual / team level.
- Understanding of quality processes, tools and measures to evaluate and improve individual/ team and overall performance.
- Strong feedback and evaluation skills; ability to motivate, support and engage.
- Good organizational, time management and prioritization skills.
- Excellent communication skills and a high focus on customer satisfaction.
- Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote).
Company Description
Teleperformance is the global leader in outsourced omnichannel customer experience management, and serves as a strategic partner to the world’s largest companies in a wide variety of industries. Its customer care, technical support, customer acquisition, consulting & analytics, digital integrated business service solutions and other high-value specialized services ensure consistently positive customer interactions that are reliable, flexible, and intelligent.
We have 500,000 interaction experts across nearly 170 countries, speaking 265 languages and dialects to better serve you.
Teleperformance Romania is a subsidiary of Teleperformance Group, the world leader in outsourced omnichannel customer experience management, starting its activity in 2004. We operate now with more than 4,000 employees providing quality services to first-line players both on the local market and on the international market (banks, insurance companies, telecomm operators, gaming, tourism and others).
