Τι θα κάνεις
- Εκτελείς ποιοτικούς ελέγχους κλήσεων/αλληλεπιδράσεων/συναλλαγών για συγκεκριμένους συνάδελφους
- Καθοδηγείς συναδέλφους για βελτίωση απόδοσης βάσει εκστρατειών
- Αναφέρεις την απόδοση καθημερινά/εβδομαδιαία/μηνιαία για το πεδίο ευθύνης σου
- Παρέχεις εισροές και βάσεις για εκπαίδευση και ενημερώσεις
- Συνεργάζεσαι με Team Leaders σε συναντήσεις για βελτίωση δεικτών
- Συμμετέχεις σε στρατηγικά έργα καμπάνιας ή γραμμής επιχειρήσεων
- Εντοπίζεις και αναφέρεις πιθανά ζητήματα ποιότητας σύμφωνα με διαδικασίες
- Εντοπίζεις και αναφέρεις ελαττώματα και επαληθεύεις διορθώσεις
- Προτείνεις βελτιώσεις διαδικασιών/συστημάτων βασισμένες σε κοινές πελατειακές ανησυχίες
- Αναλαμβάνεις άλλες αρμοδιότητες που ανατίθενται από τη διοίκηση
- Οδηγείς πρωτοβουλίες ποιότητας, διαγωνισμούς και καμπάνιες για το πεδίο σου
- Ενημερώνεσαι και λειτουργείς ως ειδικός γνώστης για την καμπάνια ή το τμήμα
Βασικές προϋποθέσεις
- 1+ χρόνια εμπειρίας
- Άριστη γνώση Γερμανικών (C1) και καλή γνώση Αγγλικών (B2)
- Ικανότητα ποιοτικών ελέγχων και βασικών ποιοτικών εργαλείων όπως ανάλυση αιτίας και αποτελέσματος, ιστογράμματος και συσχέτισης
- Δεξιότητες στην επίλυση προβλημάτων και ανάλυση
- Χειρισμός Excel ή Google Sheets για αναφορές και ανάλυση δεδομένων
Παροχές
- Βασικός μισθός €1.400 μικτά το μήνα, ιδιωτική ασφάλιση υγείας και ζωής, επίδομα μεταφοράς €65 μικτά το μήνα, επίδομα γευμάτων €85 καθαρά το μήνα.
Περιγραφή Θέσης
As a Quality Analyst, you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met.
Compensation & Benefits
Base Salary: €1,400 gross per month
Health: Private Health & Life Insurance plan
Transportation Allowance: €65 gross per month
Meal Allowance: €85 net per month
Roles and responsibilities:
Audit calls/interactions/transactions for aligned Teammates
Coach Teammates for performance improvement (campaign specific)
Report performance for an aligned span on a daily/weekly/monthly basis
Provide inputs and basis audits for briefings and training which need identification
Partner with Team Leaders (TLs) in leading team meetings for metrics improvement
Participate in strategic projects for the campaign/LOB
Identify and escalate any potential quality issues per defined process
Isolate and report defects; verify defect fixes
Suggest process/system improvements based on common customer concerns
Accomplish other responsibilities assigned by management
Drive quality initiatives, contests and campaigns for the assigned span
Be updated on knowledge and serve as SME for the campaign/LOB
Technical skills and qualifications:
Language Requirements: German (C1) and English (B2) proficiency
At least 1 year of work experience as a Quality Analyst (preferred)
Basic skills in Excel or Google Sheets
Problem-solving skills
Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred)
Soft skills:
Has strong customer centricity
Can assertively provide constructive feedback
Has good written and verbal communication skills
Thinks logically
Can manage conflicts
Pays strong attention to detail
Can work with minimal supervision
Demonstrates initiative and good judgment
Can work on multiple projects and is versatile
Can establish and maintain effective working relations with a wide variety of individuals
Can work with a diverse team
Has a Continuous Improvement mindset
Personality traits required:
Demonstrates clear thought process
Articulates clearly
Exercises conscientiousness and diligence
Demonstrates assertiveness
Περιγραφή Εταιρείας
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
Περιγραφή Εταιρείας
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.