Service Desk - Quality Analyst and Voice Trainer in Gdańsk, Poland

This job opportunity is for you, if you are looking to:

  • Work with a global, reputed, and ethical MNC
  • Have access to a healthy and supportive work environment
  • Work amongst diverse colleagues from all over the world
  • Gain vast opportunities to grow in your desired career field

The role requires you to?

  • Listen to and monitor associate calls, emails and chat interactions for customer experience according to specified policies, thresholds, and procedures.
  • Develop, align, implement, measure and report on customer quality evaluations and providing feedback.
  • Support a culture of meeting and exceed a quality customer experience satisfaction score.
  • Identifying areas of improvement and top defects and provide inputs for further training needs.
  • Prepare weekly, monthly and quarterly reports in MS Excel and MS PowerPoint
  • Communication skills of engineers to be evaluated as per audit parameters.
  • Identify training needs.
  • Voice coach service desk agents to develop voice skills of engineers as per customer requirements.
  • Flag agents/process that are potential risk to call and ticket quality.
  • Suggest Quality improvement plan.
  • Contribute to updating the knowledge base.
  • Maintain and update Quality legend to capture voice of the customer.
  • Monitor Ticket Misroute stats and develop training plan to reduce misroutes.
  • Refresher training on process, ticket documentation mandates, customer handling and communication skills.
  • Work with service desk competency tower and implement best practices.
  • Focus on ensuring that technical skills are always updated on new support services.
  • Maintain SD agent score card and plan for improvement.

What we are looking for in a candidate?

  • Experience with Service Desk.
  • Atleast 12 months of experience in a Quality Analyst or other quality management roles.
  • Proficiency in any one language - French/Spanish/German/Dutch/Portuguese/Italian
  • Good grasp of English.
  • Knowledge of MS Excel and MS PowerPoint.

We provide many benefits!

  • Relocation assistance - Accommodation, travel and other minor expenses covered
  • Medical Insurance
  • Life & Disability Insurance for employees and family members
  • Wipro Social Fund Scheme
  • Sport & Culture card

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