Hungarian CX Quality Analyst: Elevate Customer Experience

speakit; Kentucky; Vor Ort; USD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Relocation package

Private medical plan

Wellness perks

Training budget

Certification subsidies

Progression paths

Performance-based incentive bonus

Zusammenfassung

Unknown Client is seeking a Hungarian-speaking Customer Service Quality Analyst to join their operations team. The role involves evaluating customer interactions across calls, emails, and chats in Hungarian and delivering actionable feedback to drive continuous improvement.

Responsibilities include monitoring interactions, identifying gaps, coaching advisors, and preparing performance reports while ensuring compliance with policies and quality standards.

Qualifikationen

• Native or C1/C2 proficiency in Hungarian with fluent English skills (written and verbal).
• Strong knowledge of CX KPIs, quality frameworks, and audit methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Proficiency in CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and MS Excel/Google Sheets for reporting.
• Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.
• Ability to work independently, manage tight deadlines, and prioritize workload effectively.

Aufgaben

• Monitor and evaluate customer service interactions to assess compliance with quality guidelines and procedures.
• Identify service gaps, process inefficiencies, and training needs across the customer support team.
• Provide constructive feedback and coaching to customer service advisors in collaboration with team leaders.
• Maintain quality calibration standards by participating in weekly calibration sessions with management and key stakeholders.
• Prepare detailed performance reports and trend analyses for project leadership.
• Ensure accurate implementation of regulatory and internal compliance policies in all customer communications.
• Recommend workflow enhancements and best practices to optimize customer experience and operational efficiency.

Kenntnisse

Hungarian proficiency

English proficiency

Analytical thinking

Problem solving

Active listening

Time management

Independent work

Tools

Zendesk

Salesforce

MS Excel

Google Sheets

Jobbeschreibung

Unknown Client is seeking a Hungarian-speaking Customer Service Quality Analyst to join their operations team. The role involves evaluating customer interactions across calls, emails, and chats in Hungarian and delivering actionable feedback to drive continuous improvement.

Responsibilities include monitoring interactions, identifying gaps, coaching advisors, and preparing performance reports while ensuring compliance with policies and quality standards.