Quality Analyst with German
Miejsce pracy: Katowice
Increasingly, we’re being asked to support businesses setting up or expanding into the growth economies of LatAm, Eastern Europe and Asia Pacific. We are also playing a fundamental role in the digital transformation of workforce processes for organisations as they ready themselves for success in the digital economy.
The Role
- Perform transactional quality audits on all calls including payroll, cases and emails
- Responsible for monitoring all calls including payroll, case and email against NGA HR’s standard QA Methodology and meeting productivity targets set from time-to- time
- Responsible for reporting all behaviour that does not conform to the quality standards set by the company and the account management following the standard QA Methodology and Governance
- Be up-to- date with the transactional and payroll monitoring guidelines and operational processes to effectively rate transactions with near zero errors in rating
- Report individual and team performance against the quality criteria including patterns, trends, defect drivers, etc. based on agreed frequency and format
- Provide ad-hoc quality reports based on management instructions as and when needed
- Track and report the coaching compliance of completed evaluations
- Conduct weekly meeting with Operations to explain team findings and address queries
- Follow-up and escalate on pending action items as appropriate
- Work with Learning and Development and Operations to provide trend reports, defect drivers etc. to be addressed by refresher training
- Work with Learning and Development to provide inputs on Training Needs Analysis process and developing suitable training plan(s)
- Provide detailed coaching points for all audited transactions using the standard template
- Perform coaching and delivery feedback to agents on completed evaluations
Requirements:
- Previous experience as a QA Agent and/or a QA Certification is an advantage
- Fluent German and communicative English;
- Process and task oriented and capable of proposing innovative improvement actions,
- Must be detailed oriented and well-organized professional (well structured),
- Ability to manage time efficiently and to deliver on time,
- Proactive, independent and driven by project results,
- Ability to provide assertive feedback to the Operations Management,
- Training/Coaching skills,
- Knowledge of MS-Office.
Benefits
- Language course refund
- Holiday bonus
- Birthday wine
- Integration meetings
- Multisport card
- Private medical health care
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