Quality Analyst – Domain Trainee – German – On Site Bucharest

Inviting applications for the role of Quality Analyst Domain Trainee German On Site Bucharest

The Associate/ Team Member serves as the primary liaison between our client and the customers delivering timely and accurate operational support to them. This role is pivotal in enhancing the experience of the customers requiring a strong track record in customer service. The Associate / Team Member addresses customer issues efficiently collaborates with other stakeholders and adheres to service level agreements for phone chat and/or email communications. Additionally the role involves contributing to a positive team environment and driving process improvements.

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities

Executing the transaction quality measurement framework for SPS associates serving multiple geographies and channels.

Audit in a professional ethical and objective manner of contacts to ensure adherence to quality audit standards.

Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs.

Display decision making aptitude based on audit guidelines and in ambiguous contexts.

Identify root cause of defects and process improvement opportunities to enhance process efficiency quality and Seller experience.

Participate in calibrations and calibrate to quality outcomes.

Ability to analyze and identify patterns in large data sets.

Demonstrated excellent timemanagement organizational and prioritization skills as well as eye for detail with high level of accuracy.

Demonstrated ability to successfully deal with ambiguity.

Demonstrated ability to work independently with sound judgement and decision making.

Demonstrated strong written and verbal communication skills including the ability to comfortably engage with internal and external stakeholders to convey complex ideas in a clear concise manner.

Important: This job requires working a 24/7 schedule with alternating shifts.

Qualifications

Minimum qualifications

Graduation (any stream)

Customer Focus (focus on internal customers and impact on our external customers)

Bias for action (focus on results and use of intelligent risk taking)

Team Alignment (team player; supports and respects others)

Good verbal and written communication skills German B2

English min B2

Preferred qualifications

Adaptability: Work effectively in a dynamic contact center environment adapting quickly to changing priorities with a sense of urgency.

Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decisionmaking skills.

Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy active listening and rapport building.

Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.

Professional Communication: Demonstrate clear professional written and oral communication; listen empathetically to understand and prioritize customer needs providing appropriate solutions.

Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.

Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards adhering to company policies and a commitment to exceptional service.

ProblemSolving: Seek solutions through logical reasoning and data interpretation independently.

Team Environment: Foster a positive and cooperative team environment.

Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.

Ability to work with various IT applications

Customer service orientation

Ability to work effectively under pressure

Knowledge of MS Office

What can we offer

Attractive salary.

Stable job offers employment contract.

Work in a multicultural environment;

Various trainings (initiating soft skills).

Possibility of development;

Benefits (Meal Tickets Medical Services Insurance additional vacation days partner discounts).

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Get to know us at and on LinkedIn X YouTube and Facebook.

Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.