Quality Analyst Customer Service - Banking Background

Concentrix; Trento; In loco; EUR 36.000 - 45.000; Tempo pieno

Descrizione del lavoro

Concentrix Italia is offering a fixed-term position as a Senior Quality Evaluator. The role involves monitoring quality standards, evaluating customer interactions, and providing insights to enhance program performance. The ideal candidate has a background in Customer Service and Quality Evaluation, with strong communication skills and a proficiency in Microsoft Office.

Competenze

• Experience in Customer Service, Quality Evaluation, and Training.
• Fluent in English.
• Proficiency in Quality Review KPIs and training materials.

Mansioni

• Monitor and evaluate inbound and outbound calls and other customer contact methods.
• Review a sample of calls, chats, and emails.
• Participate in calibration sessions and quality audits.

Conoscenze

Attention to detail

Strong communication skills

Strumenti

Microsoft Office

Descrizione del lavoro

Job Opening: Senior Quality Evaluator

Concentrix Italia is seeking an experienced Quality Analyst specialized in Quality and Training, with a background in the BFSI sector. This is a fixed-term position - a 6-month contract with Concentrix Italia.

Responsibilities:

• Monitor and evaluate inbound and outbound calls and other customer contact methods (e.g., email, chat) to ensure accuracy and adherence to quality standards.
• Support the assessment of quality standards, providing insights to clients to improve program performance.
• Review a sample of calls, chats, and emails, meeting departmental productivity requirements, and report findings to relevant stakeholders.
• Participate in calibration sessions and quality audits to ensure evaluation consistency and best practices.
• Maintain knowledge of the program, understanding of products, services, and client strategies.
• Contribute to quality task forces and support documentation updates.
• Assist management in reviewing key factors, metrics, and operational processes to meet objectives.

Requirements:

• Experience in Customer Service, Quality Evaluation, and Training.
• Knowledge of banking customer service, KWC, Anti-Money Laundering.
• Fluent in English.
• Attention to detail and strong communication skills.
• Proficiency in Microsoft Office.
• Experience with Quality Review KPIs and training materials.
• Willingness to work at the Vimercate location.

If you meet these criteria and are interested in this opportunity, please apply now.