Quality Specialist

Job Description

Dear colleagues,

We are excited to let you know that we have a Quality Specialist role open in Romania, Poland, and Moldova for CLS project! We are looking for a motivated colleague to join our SMO team!

Responsibilities:

• Contact (Call, E-mail, Chat, Ticket) monitoring (soft skills, technical quality, accurate documentation);
• Schedule and coordinate feedback sessions with the agents;
• Provide constructive feedback to the SD Engineers and their team leader;
• Get involved in providing quality coaching, in order to improve the team's knowledge and performance;
• Analyzing patterns & trends, initiating improvement ideas and following-up on implementation these ideas;
• Analyzing and providing feedback on rejections (quality concerns), complaints, compliments and other applicable quality checks for the engineers, as well as internal and external clients;
• Analyzing and providing feedback on CSAT to agents and clients;
• Generating periodic reports for the management team;
• When requested, participate in customer meetings that cover quality topics;
• Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions.
  
  

Job Requirements

• English proficiency is mandatory;
• German and French are nice to have;
• Minimum 6 months experience working in Stefanini;
• Proven track record for delivering results in environments characterized by high growth, fast pace, and change;
• Overall good understanding and knowledge of the IT infrastructure;
• Excellent interpersonal and communication skills;
• Critical thinking and problem-solving skills to assess client situations and provide actionable outcomes;
• A proactive and flexible approach with a resilient and results-oriented nature;
• High tolerance and flexibility to lead and manage ambiguous situations;
• Good understanding of best business practices and process improvement.
  
  

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity.

In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About Us

We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us!

Learn more about us on www.stefanini.com and join us on LinkedIn , Facebook and Instagram where we regularly post insights from our colleagues.