Główne cechy
- Firma
- Stefanini
- Kategoria
- Informatyka / Programowanie
Opis stanowiska
Opis stanowiska:The Quality Specialist role primarily focuses on guaranteeing a high-quality service by following all internal and client related rules and procedures.
Resposibilities:
Monitor contact via (Call, Walk-In, Ticket) and track soft skills, technical quality, accurate documentation;
Schedule and coordinate feedback sessions with the support technicians;
Provide constructive feedback to the OSS Technicians and their managers;
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 implementing these ideas;
Analyzing and providing feedback on rejections (quality concerns), complaints, compliments and other applicable quality checks for OSS technicians, 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;
Working closely with management and other specialists in order to ensure the highest quality on the project;
Act as a Point of Contact for technical advice or support.
Requirements:
2 Years' experience in an OSS (Onsite Service) IT-Support Role;
Advanced knowledge of all OSS support processes;
Proficient with ITSM tools;
Proficient in all Windows Versions and MAC OS Operating Systems;
Proficient in Microsoft Office 2016/2019/Office365 Suite;
Advanced knowledge of hardware and software support;
ITIL Foundation Certified;
Local Language and English - Fluent;
Excellent oral and written communication skills;
Analytical / Critical thinking and problem-solving skills to assess client situations and provide actionable outcomes;
Proactive attitude, stability, good organizational skills;
Ability to communicate technical information to non-technical audiences;
Good understanding of best business practices and process improvement.
Application deadline for internal candidates: 3th of January;
Should you have any questions, please contact Madalina Mustea or Oana Madalina.
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 will need further information, just send us a message at [Apply online] and we'll be happy to assist!
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