Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. The Quality Analyst is responsible for the overall quality performance of the centre, encouraging simplified and streamlined issue handling within Customer Service operations teams. Successful candidates will be accountable for the achievement of both external and internal quality metrics with a keen eye on efficiency, continuously driving improvement in customer and client satisfaction.
Duties and Responsibilities
● Work onsite with the client and operations teams
● Analyse written and verbal interactions between agents and customers to ensure adherence to quality and customer service policies and procedures of the client
● Follow strict criteria of analysis and templates to evaluate quality performance
● Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction
● Consolidate quality metrics from all areas and prepare reports for management and the client, tracking trends and ensuring the realisation of action plans
● Analyse processes and suggest improvements in quality criteria. Evaluate and on-board improvement suggestions from other areas
● Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency
● Work against established SLAs and metrics and be evaluated by the degree of their achievement
● Build relationships with key internal and external quality stakeholders. Be able to negotiate and arrive to agreement on discussions around quality vs. productivity, considering all business needs
● Gain and ensure excellent knowledge of system & processes
● Support the training manager in developing new and refresher training material for processes & systems
● Effectively communicate new or changed processes through coaching and feedback
● Proactively work with process mentors from both internal and external departments
● Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps, create action plans to bridge them and achieve all goals
Required Qualifications & Experience
● Fluency in written and spoken Russian plus Ukrainian is essential
● Experience working within a customer focused environment
● Excellent technology aptitude essential as key criteria for role
● Experience in the quality analysis of interactions. Ability to effectively and accurate communicate feedback
● Excellent verbal and written communication skills
● Fluency in Excel reporting
● Proven ability to consistently meet or exceed performance related targets
● Attention to detail
● Excellent technical aptitude
● Ability to impart positive and negative feedback in one to one & group forums
● Strong analytical skills
● Positive can do attitude
● Ability to drive both team and individual performance
● Ability to communicate with client and internal customer on multiple management level
Competencies
● Solutions Orientated
● Initiative
● Collaboration
● Organisational commitment
● Customer Focus
● Teamwork
● Organisation & Planning
● Results Orientated
● Attention to detail
● Problem Solving & Information Gathering
● Resilience & Adaptability
● Creativity and Innovation
What we offer
● Vibrant, multi-cultural city centre environment
● Career & Personal Development
● Quarterly performance bonus
● Comprehensive Benefits Package
● Subsidised Health Insurance
● Access to Discount Schemes
● E learning access
About Arvato
Great brands entrust their customer service to Arvato. We’re global with a long-term perspective, cross customer journey know-how and support Driven by technology, differentiated by experience, powered by people.
Arvato is the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading companies. Find out more here: www.arvato.com/en
Arvato is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
At Arvato we recognise that different ideas, perspectives and beliefs are valuable assets that contribute and shape our company culture and are fundamental to our core basic values of partnership, creativity, entrepreneurialism and social responsibility
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
