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31.07.2020
★★★★★ Quality Analyst, ТЕК ЕКСПЪРТС ЕООД  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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Quality Analyst

Tek Experts provides business and IT outsourcing services and we take intense pride in helping companies handle their business operations. Due to expansion, we are hiring a quality analyst who will help ensure our support colleagues provide the best level of service to our customers.
The Quality Analyst role is key for the continuous improvement of operations support service delivery. By being part of a global team of Quality Analysts, the QA will be able to provide useful insights regarding delivery of service, by identifying gaps in Process Compliance, Customer Handling and Operational Best Practices.

What we’re looking for:

Reporting to the Manager, the Quality Analyst works as part of a professional team dedicated to quality assurance; providing business analysis and project leadership in support of quality, consistency, and continuous improvement across the business. The Quality Analyst engages team management to ensure compliance with quality standards and performance management processes
As Quality Analyst, you will take proactive measures to facilitate program improvement including the research, analysis, and evaluation of the service delivery, resulting in recommendations for strategies, initiatives, or system improvements, operational policies and procedures, best practices in support of Customer and Operational Excellence

General Responsibilities:

  • Plan and conduct audits of the service
  • Assists the business leaders in gathering and analyzing data on service performance
  • Identify gaps in delivery of quality metrics, identifying opportunities for improvement and implementing these plans within the team.
  • Support of quality system data analysis and metrics for KPIs
  • Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
  • Provides support of global quality management system and drives compliance
  • Development of quality processes and documentation in support of Customer Experience and Operational Excellence

Competences:

  • Proven record of relevant experience
  • Project /Program Management Experience is a considered an asset
  • Minimum 1-year experience in customer support and/or vendor management
  • Proven ability to work with cross-functional teams and drive results
  • Proficient with various office productivity applications particularly Excel, Visio, Project and PowerPoint
  • Strong organizational, communication, presentation skills
  • An ability to undertake root cause analysis, use relevant data to find trends, problem characteristics and provide feedback on improvements needed
  • Fluent in English both written and spoken

Why Tek Experts?

We only exist to help IT companies make a difference in the world. We make sure nothing gets in the way of them doing great things. Clients stay with us because we’re a disruptive-thinking, dynamic and fast-growing business and because of the success of our people. We believe in the power of people and the quality of our teams. They’re smart, curious, client-oriented and results-driven. If this sounds like you and you want to be part of our journey, apply now.

My Career. My Future. My Tek Experts.

Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.

What we offer you

To say people are our greatest asset has become something of a cliché but at Tek Experts, we strongly believe it’s true.

2 Pozitano Square, Floor 2 - Perform Business Center, 1000 Sofia

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