Quality Analyst – Italian & English

Description

Our client is a global organisation providing professional services with expertise in digital, cloud, and security solutions. Drawing upon extensive experience and specialised skills spanning over 40 sectors, the company provides Strategy and Consulting, Technology, and Operations services, supported by the world’s largest network of Advanced Technology and Intelligent Operations centres. 

Currently, they are looking for a Quality Analyst to join their team in Sofia, Bulgaria.

Job Profile for Quality Analyst
Responsibilities will include but not be limited to:

• Complete quality audits of agent transactions each month per an agreed schedule
• Provide timely, relevant, and possibly sensitive feedback to agents and their team manager
• Create and complete Quality Assurance reports and distribute them to stakeholders
• Analyse quality results and provide training, process, and quality improvement recommendations
• Participate in internal and external client meetings regarding quality processes, the quality form, or quality improvement initiatives
• Manage and participate in monthly calibration sessions with internal stakeholders and  clients
• Improve agent performance through the completion of side-by-side coaching
• Maintain all quality assurance metrics. Fulfil other quality coaching assignments, as required

Candidate Profile for Quality Analyst

• Must be fluent in Italian & English, both written and spoken
• Minimum 1 year of experience in evaluating quality 
• 1+ year of sales experience primarily outbound sales upselling, cross-selling, online sales, or telemarketing relationship sales, ad sales, digital marketing
• Strong understanding of sales processes, techniques, and best practices
• Excellent analytical and problem-solving skills
• Proficiency in using quality monitoring tools and CRM software
• Strong communication and interpersonal skills
• Attention to detail and a high level of accuracy in work
• Ability to work independently and as part of a team

What Our Client Offers

• Career Counselling
• Additional paid time off
• Flexible benefits
• Luxury health and dental insurance
• Life insurance
• Food vouchers
• Fuel or Public transport card
• Multisport cards
• Employee Assistance Program
• Bonuses for special occasions

Blue Lynx Careers EOOD is a registered provider of Recruitment Services with License No: 3173/06.07.2021

Already imagine yourself in this position? To make the first step, click Apply or email us your CV at cv@bluelynx.com

Please note:

Candidates may be required to present references and diplomas, and may have a background check done as a part of the Blue Lynx recruitment procedure.
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Kind regards, The Blue Lynx Team