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Quality Specialist French speaking - FOSSIL WATCHES Job in Hungary
transcosmos (TCIS) , Hungary

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Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
No
Career Level
Telecommute
No
Qualification
High School or equivalent
Total Vacancies
1 Job
Posted on
Feb 24, 2021
Last Date
May 24, 2021
Location(s)

Job Description

Languages: French and English (B2 / upper intermediate)


As a French speaking Quality Analyst (QA) you'll have previous experience in BPO/Customer Support and be a dedicated partner to THE coolest watch brand account in the world - FOSSIL WATCHES!

You'll support the Customer Operations Teams maintain quality calls and exceptional customer service in all aspects of their work and become a subject matter expert in your field.


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.

Requirements

  • 1-2 years’ Customer Support experience (or 1 years’ experience in a Quality Assurance role skilled in quality criteria scoring and calibration)
  • 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 amp; 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.


Job Specification

transcosmos (TCIS)

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