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Quality Analyst - German (relocation included)

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DESCRIPTION

About the job

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work®️ Institute.

REQUIREMENTS

Roles and Responsibilities

  • Monitor and audit quality of customer interactions of assigned CSAs, provide root cause analysis
  • Provide individual and team feedback and coaching to CSAs by sharing actionable insights for improvement, and track feedback efficacy
  • Effectively support CSA quality performance improvement in alignment with Operation Team lead priorities, based on quartile management
  • Participate in internal and external calibration sessions and joint call monitoring sessions with customer and stakeholders
  • Provide comprehensive input for Quality reporting
  • Identify improvement areas for adherence and improvement of quality standards, call out insights and observations to continuously improve customer experience
  • Take part in production activities by taking calls and being part of support group activities, e.g. escalations, real-time support
  • Participate in training programs for better understanding of client and business expectations and to continuously develop and grow

 

Job Description

Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems

  • Experience in Transaction Monitoring, Quality Audit within a BPO environment (min. 2 years)
  • Monitoring and audit experience (min. 1 years)
  • Attention to detail and ability to maintain accuracy
  • Data analytic and problem solving skills, continuous improvement mindset and toolset
  • Communication and interpersonal skills

ARE YOU THE PERFECT CANDIDATE?
Quality Analyst - German (relocation included)