Requirements: English, German
Company: HCL Poland
Region: Krakw , Lesser Poland Voivodeship
about-project :
- Quality Analyst with German will act as a Subject Matter Expert with respect to communication and technical knowledge for the analysts in MSC.
- Support the operations on any issues or concerns related to communication and technical.
- Monitor calls and gives feedback to agents and in turn help the program to improve.
- The Quality Analyst will be responsible for compliance of processes and procedures in the Quality team.
- They will be responsible for identifying training needs and identifying improvement needs in processes, procedures, and utilization.
- Will work closely with Delivery Team in the development and implementation and support of operational policies and procedures.
responsibilities :
- Deliver consistent call coaching/s
- Ensure that all agents in the team are coached
- Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A
- Conduct training for Bucket C agents once every month
- Serve as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA
- Provide effective queue specific trainings as directed by management
- Should have knowledge to develop analysis and reporting capabilities
- Pitch in for process improvements to the delivery / client Client facing skills
requirements-expected :
- ITSM ITIL
- Quality Tools LEAN/FMEA
- Knowledge and implemented
- Good hands on experience in Excel
- PowerPoint and presentation
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
offered :
- Life insurance
- Private medical care
- MultiSport Card
- Subsidy for glasses
- Subsidy to language courses
- Christmas and holiday bonuses
- Clear career path in a growing multinational organization
benefits :
- sharing the costs of sports activities
- private medical care
- sharing the costs of foreign language classes
- life insurance
- remote work opportunities
- flexible working time
- integration events
- retirement pension plan
- extra social benefits
- employee referral program
- charity initiatives