BPO Analyst - (Swedish Language Speaking)

Experteer Italy; Cusano Milanino; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading company is looking for a detail-oriented BPO Analyst for the Call/Chat/Email Audit Process. The ideal candidate will monitor customer interactions to ensure quality and compliance, providing actionable feedback. Candidates should possess a Bachelor's degree and Swedish language proficiency at Swedex C2 level.

Competenze

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Multitasking and adaptability in fast-paced environments.

Mansioni

• Monitor and assess interactions for quality and compliance.
• Provide feedback to agents for service quality improvement.
• Develop best practices for handling customer interactions.

Conoscenze

Attention to Detail

Analytical Thinking

Problem Solving

Communication

Formazione

Bachelor's degree

Descrizione del lavoro

BPO Analyst - Call/Chat/Email Audit Process (Swedish Language Speaking)
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Location: Milan
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 Swedex C2 level of Swedish 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 Polish C2 level of language proficiency
About eClerx
eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 17,000+ people across its global sites in the US, Canada, UK, Australia, Italy, Germany, Switzerland, Dubai and Singapore, along with its delivery centers in India and Thailand. For more information, visit www.eclerx.com
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 here