Quality Analyst - Sibiu - ITALIAN- Hybrid

• Excellent written and verbal in Italian and English;
• Minimum 6 months of work experience in call center;
• Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance, including quality monitoring processes, CSAT, output metrics;
• Understand monitoring form attributes;
• Coaching board / coaching plan understanding;
• Understand KPIs, charts, tables and targets;
• Calibration process (including basic understanding of Coach shadowing and individual calibration); targets and tools;
• Strong feedback and evaluation skills; ability to motivate, support and engage; ability to drive individual improvement through feedback;
• Motivational skills;
• Soft skills
• Ability to communicate clearly (precise, easy to understand, to the point), adapt communication content to the audience;
• Ability to collect feedback from the team and deliver back to the management after adapting level of detail etc.
• Verbatim / case category calibration, analysis process; appeal process if applicable;
• Basic training delivery skills;
• Critical thinking;
• Very good knowledge of MS Office Applications;
• Basic knowledge of computer hardware and software;
• Ability to work in a team;
• Willingness to work in shifts;
• Punctuality and attention to details.

• Represent Teleperformance and the client in a professional manner;
• Monitor and coach/mentor agents on quality improvement; driven by ︁︀​︂︃︃​︈︁​︁︉︂a daily/weekly and monthly target;
• Active participation in internal and external calibrations;
• Capture monitoring findings and coaching targets and agreements in relevant systems to maintain quality reports at agent and team level;
• Contribute to the alignment with Team Managers and quality team to develop agent and team specific action and development plans
• Provide written / verbal feedback to agents and tracking agents performance on all completed evaluations;
• Support / jointly conduct weekly meetings with Team Manager and/or agents;
• Communicate performance related indicators into the team and back to the Management;
• Perform Quality analysis on agent and team level;
• Perform Root cause Analysis
• Provide guidance on case handling based on the relevant process;
• Identify training needs and communicate to TQM / trainer team;
• Assist trainers in end-of-training skills verification process e.g. by conducting and evaluating test transactions or shadowing and scoring live customer transactions;
• Support new agents during new hire nesting period;
• Deliver small training sessions and agent workshops;
• Prepare or proof-read in-language templates and call scripts;
• Assist in developing and streamlining business and quality procedures;
• Ensure compliance with company regulations with regards to Data Security and Protection Standards.

• Annual fixed bonuses
• Attractive rewards and additional performance-based bonuses
• Full private medical insurance & discounted prices for the dependents of the employee
• Childbirth support
• Online library access for passionate book readers
• Health & Nutrition: Health and wellness services at the office
• Various discounts for gym classes & other recreational activities
• Free development training, for both personal and professional purpose,
• Multicultural and enthusiastic work environment
• Access to the company’s cultural events including well-known festivals in Romania

Majorel is now Teleperformance.

Teleperformance completed the acquisition of Majorel, which is now officially Teleperformance.

Together, we can further refine our digital service offerings to help the world’s leading brands operate with greater agility and adaptability to master their future.

A core Teleperformance commitment is to position top talent for success in this new chapter. We believe that it’s the people who make both companies genuinely exceptional, and one of the strategic highlights of acquiring Majorel is that the combined organization will offer significant career development opportunities all around the world.

Are you ready to explore a whole new world of vast opportunities? We're ready to welcome you. Apply today!