Poland Job Openings

Majorel Poland Global

Junior Quality Analyst - Fluent Greek - 6 months

Wrocław

August 12, 2024

Job Title: Junior Quality Analyst
Reporting to: Quality Team Lead
Location: Wroclaw, Poland
Contract Duration: 6 months

Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise 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 Greek plus fluency in English is essential for this role
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

What we offer

Product Training and upskilling processes
Vibrant, multi-cultural environment
Career & Personal Development
Quarterly performance bonus
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

About Majorel

At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunity employer that embraces diversity. We are committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Majorel are based on business needs, job requirements and individual qualifications, without regard to gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status or any other basis as protected by local law.
Majorel and its employees do not tolerate, engage in, or support Human Trafficking, Forced Labour or Child Labour of any kind through Majorel’s activities, including in its supply chain, or assist Majorel clients or any other party in doing so.

Majorel & Teleperformance
You are applying for a job at Majorel, which is now part of Teleperformance. Welcome to a whole new world of opportunities!
In the coming months, the best of both organizations will converge to deliver even more agile and resilient digital business services. With nearly 500,000 team members in more than 95 countries, we are stronger together and ready to master the future.

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.

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