Call Centre Quality Analyst - Polish

The Role -

Working within a busy professional Telecomms based call centre, doing live and remote call monitoring , documenting call behaviours and providing necessary feedback.

Key Responsibilities:

• Participating in design of call monitoring formats and quality standards.
• Performing call monitoring, identifying errors and best practices on the call.
• Documenting call behaviours and giving appropriate feedback to the customer service agents.
• Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
• Identifying call drivers and reporting to Quality Manager.
• Using appropriate data management system to compile and track performance at team and individual level.
• Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
• Providing training team with actionable data as and when required.
• Providing feedback to call centre team leaders and managers.
• Preparing and analysing internal and external quality reports  / presentations for management staff review.

Person Specification:

• Must have excellent spoken and written skills in the English and Polish Language.
• Two years of call centre customer care experience, preferably in a Telecomms environment.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Intermediate to advanced level of knowledge with Telecom industry
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.

Working requirements:

• Mon - Fri - 9:00am to 6:00 pm, optional (Sat working)