Quality Analyst- REMOTE-Hungarian with English

• Minimum 12 months of relevant work experience in a Call Centre or a similar business
• Very good knowledge of Hungarian language (C1- Native)
• Very good knowledge of English language (B2-C1)
• 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 the 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)

• Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement
• Maintain quality reports at the 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 to the Team and back to Management
• Email communication with the Client, regarding Quality Measures
• Handle customer inquiries
• Ensure compliance with company regulations with regard to Data Security and Protection Standards

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 4000 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).