BPO Analyst – (Romanian Language Speaking)

eClerx; Milano; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

A leading company in digital services seeks a detail-oriented BPO Analyst to manage the Call/Chat/Email Audit Process. The role focuses on ensuring quality and compliance across communications, providing actionable feedback, and enhancing customer service efficiency. Candidates must have excellent Romanian proficiency and a Bachelor's degree.

Competenze

• Excellent verbal and written communication skills in Romanian (CEFR C2).
• Strong problem-solving and analytical thinking abilities.
• Ability to multitask in fast-paced environments.

Mansioni

• Monitor and assess call/chat/email interactions for adherence to quality guidelines.
• Provide constructive feedback to enhance service quality.
• Collaborate on quality and coaching materials to improve processes.

Conoscenze

Attention to Detail

Analytical Thinking

Problem-Solving

Communication

Formazione

Bachelor's degree in any field

Descrizione del lavoro

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Client: eClerx

Location:

Job Category: Other

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EU work permit required: Yes

Job Reference: 0622309016ec

Job Views: 3

Posted: 02.07.2025

Expiry Date: 16.08.2025

Job Description:

BPO Analyst – Call/Chat/Email Audit Process (Romanian Language Speaking)

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Type: Full-time

Vertical: Digital

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Summary

We are looking for a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The ideal candidate will provide actionable feedback and recommend process improvements to enhance service efficiency. You will also possess at least CEFR C2 level of Romanian language proficiency.

Responsibilities

• Quality Audits & Compliance: Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines. Identify service gaps, communication errors, and training needs to improve overall customer experience. Ensure agents follow data security, privacy policies, and regulatory guidelines in all customer interactions.
• Performance Evaluation: Provide constructive feedback to agents and team leads to enhance service quality. Identify trends and recurring issues in customer interactions and recommend improvement strategies.
• Process Optimization & Training Support: Collaborate with team lead to suggest quality and coaching materials. Develop and implement best practices for handling customer interactions across voice, chat, and email. Work on process enhancements to improve efficiency, reduce errors, and enhance customer satisfaction.

Eligibility Requirements

• Education & Experience: Bachelor's degree in any field.
• Communication & Attention to Detail: Excellent verbal and written communication skills. Strong problem-solving and analytical thinking abilities. Ability to multitask, work in fast-paced environments, and adapt to evolving business needs. At least CEFR C2 level of Romanian language proficiency.

About eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy