Quality Analyst

As a Quality Analyst, you will be responsible for accompanying quality assessments with meaningful and constructive feedback, while helping agents, vendors, and products to improve their quality performance.

**Detailed Duties and Responsibilities**:

- Engage in continuous knowledge development regarding the sector’s rules, regulations, best practices, tools, techniques, and performance standards.
- Accompany quality assessments with meaningful and constructive feedback, while helping agents, vendors, and products to improve their quality performance.
- Act as an objective source of independent advice to ensure quality, legality, and goal achievement in Customer Support processes, vendors, and products.
- Follow and adhere to internal and external SLAs and KPIs, individually and within the team level.
- Contribute to the team culture in a positive manner.
- Help the team accomplish its objectives by bringing a systematic, disciplined approach to evaluation and improvements of Customer Support teams, vendors, and products.
- Effectively working through Quality reporting tasks maintaining speed, quality, and consistency of report management.
- Conduct regular quality checks on Customer Support agents, vendors, and products.
- Report Customer Support teams, Vendors, and product performance to relevant stakeholders.
- Maintain comprehensive knowledge of Customer Support processes and procedures.

**Targeted Qualifications**:

- Fluency /.
- Excellent communication skills.
- Min of 1 - 2 years experience in Support Quality (CS/quality/control).
- Problem-solving ability, making decisions, and providing recommendations to your leads, colleagues, and other stakeholders of your job through data analytics.
- Reliable, adaptable, and displays a commitment to the team’s goals.
- Experience working internationally, cross-team, and/or cross-geo.
- Autonomous, able to work independently as well as part of a team.
- Analytical mindset, comfortable working with data, noticing patterns, trends, and things of note.
- Previous experience in customer support or Quality Assurance background.
- Impeccable English communication skills.
- Punctual and well-organized.
- Customer-focused. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind.
- Previous BPO experience is a plus.

**Targeted Interpersonal Skills**:

- Self-assured, Feel very confident and positive about yourself and your abilities.
- Resilient, Able to work to tight deadlines and within constraints.
- Strong negotiation skills, planning and analytical thinking.
- Communicative, Speak and/or write well and get your ideas across to others easily.
- Interpreter, Look at things and make sense of them, figure out what is needed and how to fulfil it.
- Confident, Pleasant, Energetic, Helpful, Trustworthy
- Efficient, Perform tasks in the fastest and simplest ways that they can be done.
- Flexible, Can carry out many different responsibilities, sometimes with very little advanced notice.
- Handle Complaints, Deal effectively with obstacles/complaints.
- Punctual, Always on time for things.
- Precise, Make sure that things are done accurately, correctly and exactly.
- Resourceful, Think of new and different ways to do things when there are no obvious solutions.
- Creative, Use your imagination to come up with new ideas or to solve problems.

**Offer & Benefits**:

- Package Offered:

- “Depending on Experience”
- +.
- Employment Contract.
- Medical Insurance.
- Motivational Programs and Engaging Events.
- An Interesting and dynamic work environment in a dynamically developing international company.

**How To Apply**:
Please take into consideration that due to the large volume of applicants, we will only contact the shortlisted ones.

Please include the following statement in your CV Documents to be considered for the job opportunity applied for:
**“I hereby consent to the processing of my personal data for the purpose of current and future recruitment processes through “Spot On Sp. z o.o.” and its clients and partners, pursuant to the Act of 29 August 1997 on the protection of personal data (Journal of Laws of 2002, No. 101, item 926, as amended).”