Our customer is a corporation with many different offices around the world. For their offices in Krakow and Wroclaw (Poland) we are recruiting a:

Junior Quality Analyst with Swedish

Responsibilities

• Daily completion of quality reviews and appeal reviews
• Deliver quality feedback to the agents on completion of quality sample and appeal reviews
• Execute actions for individuals and/or team to maintain or improve SLA performance
• Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations
• Conduct root cause analysis of quality errors and provide corrective solutions to QA Team Lead
• Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner
• Identify quality trends for the market/agents supported and develop corrective solutions
• Report bugs and continually check if bugs have been resolved
• Work with agents and colleagues to ensure enough grey area cases are reported
• Weekly catch ups with SME and Training teams to assess the current new hire training and identify if amendments are required
• Develop Product Knowledge Tests weekly and/or monthly and use results to conduct team refresher training or individual feedback
• Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors
• Contribute to the innovation process by submitting new innovation ideas or process improvements
• Support additional workflow request from the client
• Support Team Lead with ad hoc requests

Requirements

• Swedish C1 plus fluency in written and spoken English are essential for this role
• Knowledge of any other European languages would be an advantage.
• Excellent written and verbal communication skills with the ability to deliver clear messages
• Strong attention to detail to ensure information is complete and accurate
• Proven ability to develop and maintain effective relationships with others
• Displays a high level of professional integrity and promotes conduct and behaviors consistent with company standards
• Works collaboratively with others to accomplish team and organisation objectives
• Results oriented with the ability to set and achieve challenging goals
• Ability to work on own initiative to identify and solve problems using logic, judgment, and data and recommend solutions to achieve the desired organizational goal or outcome
• Obtains information and identifies key issues and implications to make informed and objective decisions
• Flexible in a fast paced, changeable environment and can adapt quickly
• Strong organisation, planning and prioritisation skills with the ability to manage several tasks at once
• Excellent analytical skills with the ability to identify risks and use data to evaluate root causes and provide solutions
• Ability to coach others to make the most of their available skills
• Ability to deliver effective presentations and training sessions to educate the others on topics of organizational importance
• Demonstrates a commitment to delivering highly effective service standards with both internal and external stakeholders

Competencies:

• Solutions Orientated
• Initiative
• Collaboration
• Organisational commitment
• Customer Focus
• Organisation & Planning
• Analysis & Attention to detail
• Resilience & Adaptability
• Creativity and Innovation

The company offers:

• Contract of employment
• Product Training and upskilling processes
• Career & Personal Development
• Quarterly performance bonus
• Vibrant, multi-cultural environment
• Subsidized Life Insurance
• Private medical care package
• Cafeteria program with wide range of employee benefits (including Multisport)
• Internal Team and Wellness Activities
• Work in a modern office environment with access to free snacks and drinks

If interested, please send your CV to info@itselecta.com with the job reference JOBID:564 in the title AND:

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