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Quality Assurance Specialist

Logistik, försäljning och verksamhet · HR och administration · HR-verksamhet

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Transcom is seeking a Quality Assurance Specialist for their Tirana, Albania site. This role involves monitoring agent performance, providing feedback, and conducting quality audits to ensure client requirements are met and customer satisfaction is improved. The ideal candidate has a university degree, strong analytical skills, and fluency in English plus another European language.

Ansvarsområden

  • Provide quality audits for the campaign, maintaining effectiveness and target efficiency to ensure client requirements are met.
  • Monitor, listen, record, and evaluate agent phone calls according to defined rules and processes.
  • Improve customer satisfaction and act proactively by providing feedback to Operations regarding agent performance.
  • Complete internal and external client calibration sessions.
  • Support the campaign by setting improvement programs and action plans for CSRs.
  • Provide accurate findings through written and verbal feedback to CSRs and management.
  • Report on completed projects and/or reviews.
  • Escalate quality deficiencies to TQM and/or Quality Lead.
  • Attend internal and external meetings.
  • Act as a campaign expert for all campaigns in the assigned site.
  • Gather up-to-date information and integrate feedback into best practices.
  • Handle internal and client complaint/escalations as required.
  • Inform Training, CS, and OPS of any gaps in contact handling or online guides.
  • Ensure the team is well-informed with all required campaign information.
  • Provide feedback to stakeholders on any new projects or test programs.
  • Analyze the usage of client or internal Knowledge database and take actions accordingly.

Krav

  • University degree or equivalent higher qualification.
  • English language proficiency is a must.
  • Proficiency in one of the following languages: Italian, Spanish, German, or French.
  • Previous experience in a training, quality, or operations department.
  • Experience working with numbers and understanding basic mathematics for reporting, analysis, and differentiation purposes.
  • Proven track record of effective training in the CRM business or a closely related industry.
  • Experience in monitoring/coaching skills related to behaviour-specific feedback.
  • Effective time management skills, with a focus on setting clear objectives and priorities.
  • Experience working in a data-driven environment.

Förmåner

  • International environment and collaboration with colleagues across EMEA.
  • Work-life balance.
  • Upskilling and mentorship opportunities.
  • Freedom and empowerment in the role.
  • Competitive salary.
  • Flexible hybrid work model.
  • Continuous development through diversified learning platforms, guided by training and Transcom University.
#Quality Assurance#Operations#Customer Satisfaction#Feedback#Reporting#Training#CRM
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Företag

Transcom

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Medarbetare

Platser

Tirana, Albania

Kvalifikation

Grundnivå

Sökande

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