Quality Analyst with Polish in Cluj-Napoca

Preferable college degree or related work experience;
Polish language proficiency - native/ advanced level;
English language proficiency - advanced level;
At least 6 months experience in the call center industry;
Computer literate related to software and hardware;
Impeccable disciplinary behavior;
High level of self-motivation;
Analytical thinking, flexibility, ability to work under pressure;
Strong communication skills, employee motivation;
Strong customer and service orientation;
People oriented;
Above average target achievement in the most important project KPIs;
Structured way of working;
Familiarity with ticketing systems;
Early adopter of technology;
Ability to put callers at ease;
Dependable, reliable and able to perform duties with minimum supervision;
Ability to interact positively with peers and supervisors;

Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating chats.
Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring.
Execution of compliance tests for SA&E topics and coordination with the Quality Manager.
Preparation of reports according to defined qualitative and quantitative specifications of the client Implementation of short trainings and measures.


Benefits:

Sign in bonus in the first three months in addition to your salary paid together with the salary.
Performance bonus after the first 3 months of activity within the company.
Hours considered "night shifts" (after 10:00 p.m.) are paid 25% more.
Weekend hours are paid 10% more.
Working days meal vouchers.
Private health insurance with Regina Maria.
Transportation - 2 bus lines and transportation for night shifts.

If you want to move to Cluj, we will also provide:
Payment made for the transportation to Cluj and in addition we will offer an annual amount of money to be able to go home for vacation;
Relocation for 6 months in Cluj.