Quality Assurance Specialist

Location: Debrecen

Job type: Full time, Permanent contract, 40 hours / week

Hours to cover: Monday-Sunday, 8:00-20:00. 8 hours / days based on a shift pattern

Languages: English (C1 - advanced)

Key Tasks and Responsibilities

  • Perform live and historical analysis and provide feedback to the appropriate groups and individuals in an effective manner.
  • Perform assessment of recorded phone calls.
  • Monitor quality of outbound service-related emails.
  • Perform assessment of other customer interactions.
  • Perform case reviews and provide trend data to the management team.
  • Prepare and analyse internal and external quality reports for management staff review.
  • Assess historical management reports and gain an understanding of the factors that have enabled transcosmos to achieve or fail to meet SLA.
  • Prepare, communicate, and coordinate surveys and provide feedback to the relevant parties in a useful format.
  • Provide formal and informal feedback to staff and management, in a positive and professional manner, that facilities improvements in service quality.
  • Ensure that reports are completed accurately.
  • Maintain a quality business relationship with all customers.
  • Ensure you have a complete understanding of the transcosmos quality procedures.
  • Act professionally and competently and take on the responsibility to highlight any issues within the company you have concern with to Management.

Requirement

Skills / Attributes Required

  • 2 years’ Customer Support experience, preferably in a Managed Services environment (or one years’ experience in a Quality Assurance role skilled in quality criteria scoring and calibration)
  • 6-sigma management skills would be an advantage
  • Excellent oral, written and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Exceptional attention to detail.
  • Good personal organizational skills.
  • Ability to build effective working relationships at all levels.
  • Intermediate level of knowledge/expertise with MS Office (Word, Excel & PowerPoint).
  • Intermediate to advanced level of knowledge of IT support services.
  • Strong knowledge of customer care processes and techniques.
  • Ability to work well in a team environment.
  • Dedication to providing exceptional customer service.

Languages:

  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels

Benefits

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:

  • Direct employment contract for an indefinite period
  • Cafeteria
  • Training opportunities
  • Diverse and friendly work atmosphere
  • Modern office environment
  • Local and global career progression opportunities

Sector(s):

  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • IT Development
  • IT Consultant, Analyst, Auditor
  • Business Supporting Centres
  • IT Support

Experience required:

  • 1-3 years professional experience

Required Qualification:

  • High school degree

Required language level:

All of these are:

  • English (higher advanced/fit for negotiation)
  • German (higher advanced/fit for negotiation)

Employment type:

  • Full time

Job location:

Not fixed, anywhere in Hungary

How to apply/ contact information:

Please send your Cv to „Jelentkezem” button.