Quality Analyst with Slovenian

David Kennedy Recruitment is working with a leading multinational technology BPO business that is looking to recruit a Slovenianspeaking Quality Analyst for theirteams in ClujNapoca.The successful employee will be responsible for the quality control as well as for coming up with strategies ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards.

Position: Quality Analyst

Location: ClujNapoca Romania (onsite)

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Conduct quality audits among Customer Support teams
• Work closely with internal stakeholders to aggregate prioritize and report top issues impacting decision accuracy for its market and workflow
• As new policies are developed and prototyped provide details to local teams around the impact of the policy change on the teams current work
• Deliver onspot training to reviewers as well as refresher trainings on existing policies
• Audit decision accuracy to ensure consistency and alignment with standards and policies
• Manage investigations on escalations of inaccurate decisions to understand the root cause
• Coach agents on the audit findings and market knowledge alignment
• Able to adapt quickly to changes in workflow
• Analyze and identify calls that is not in compliance with requirements
• Recognize trends and patterns and raise it to the product team
• Assure accuracy of audits and alignments across QAs
• Use market specific knowledge and insights to spot and scope solutions to improve the support of user community

REQUIREMENTS:

• C1 Slovenian language level B2 English withgood reading and orals skills and the ability to clearly communicate in a dynamic environment across all levels
• 1 year of experience within an audit or quality environment performing quality control analysis is needed
• Ability to work independently
• Understanding of the social space (trends influencers engagement things to be cautious of etc.)
• Be organized and able to manage time and tasks efficiently
• Strong attention to detail and a desire to deliver accurately efficiently and to a high standard
• Resultoriented selfmotivated independent and inquisitive
• Able to thrive in a fastpaced and teamoriented environment
• Understanding of business processes and improvement methods
• Understanding of departmental policies and procedures
• Interest or experience in eCommerce is nice to have

OFFER:

• Holidays: 20 days/year and an extra day after a year
• Contract for undetermined period
• 6 months accommodation or financial supportif needed
• Up to 200 EUR refund from the first travel to Romania
• 6 months of a free shuttle to the office
• After the first year 200 EUR refund for a travel home
• Meal tickets (30 RON/day) approx 150 EUR net/month
• Private medical package
• Paid professional training
• Internal development opportunities
• Gympass monthly subscription
• Employee assistance/wellbeing program subscription
• Sigma shopping center discounts
• Birth and funeralfinancial aid
• EAP Romania
• Lensa discounts
• Optical investment group discounts
• 7 card
• Best Travel discounts
• Jabra discounts
• Crowdsourcing and cocreation activities to shape and improve the future experience of employees