View job here

Job Title: Junior Quality Analyst -  Fluent Romanian
Reporting to: Quality Team Lead
Location: Kraków, Poland

Overall Job Purpose

This position offers you the opportunity to work alongside one of our high profile clients who specialize in internet based searching and video sharing platforms.  As a Junior Quality Analyst you are responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling. You will be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.

Duties and 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 

Required Qualifications & Experience

  • Fluency in written and spoken Romanian plus fluency in English is essential for this role
  • Proven flexibility, Adaptability to fast changing environment, Analytical skills as must
  • Experience with reporting in Google tools (mainly Spreadsheets) is a big plus
  • 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 organisational 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 organisational importance
  • Demonstrates a commitment to delivering highly effective service standards with both internal and external stakeholders

About TP

TP is a global digital business services company. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
Diversity, inclusion, and equality are core to our culture. We are the most globally diverse business service provider in the industry, and believe that our differences make us stronger. 
We operate from 4 sites located in Warsaw, Katowice and Cracow.
We are a group of 1,700 passionate people, citizens of over 55 different countries, serving in 20 different languages.
Join us today!

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.