Quality Analyst - French Speaking | Budapest

Feladatok

- Review and analyze phone call recordings or live calls to ensure that adequate levels of both soft and technical skills are exercised

- Review and analyze tickets based on internal and stream-wise quality frameworks to ensure adherence to quality requirements of both Service
- Desk and other IT support teams as per requirement

- Prepare and deliver constructive and supportive feedback to team members based on outcome of quality check and assurance activities

- Perform activities in relation to the continuous improvement of the project through analyzing Customer

- Satisfaction Survey results and customer feedback by contacting end users for better feedback understanding, root causing, identifying trends, providing feedback and training activities to the team

- Support team in ensuring quality activities

- Coordinate with Team Leaders and Subject Matter Experts for Quality Assurance/Qualiti Control review activities, priority targets and on-demand related activities

- Review and organize existing project documentation

- Prepare and maintain audit material, and participate in account audits

- Liaise with Security Coordinator to ensure 100% compliance

- Verify compliance to TCS quality standards and participates and contributes in account audits

- Extract relevant data from the available systems (ticketing tools, call logs, etc.), perform their analysis and prepares status reports, report for decision making or feedback, daily / weekly / monthly

- Perform on-time reporting of QA/QC analysis to Team Leaders upon agreed frameworks

- Prepare SLA and KPI reports for all teams

- Ensure high level of customer satisfaction

- Learn and adhere to TCS’ and customer’s policies and procedures

Követelmények

Francia Haladó

Minimum 2 years of Service Desk Analyst experience
Good knowledge of Windows XP, Microsoft Office and Internet Explorer
Minimum High School Degree (preferred College /University Degree or studies in progress)
ITIL Foundation knowledge

Amit kínálunk

- Market competitive compensation package

- A great diversity of people, cultures and business areas

- Language courses and training

- Global and diverse working environment

- Volunteering, sport and employee events

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