Quality Assurance analyst - Contact Center Varna

DSK Bank is part of OTP Group – one of the leading banking groups in Central and Eastern Europe.

Our amazing company is following an ambitious journey, which requires bright and motivated people to build its successful future. This position is a fantastic opportunity for a professional to create value and develop within one of the largest banks in Bulgaria.

The specific position, which we are looking for is: Quality Assurance analyst - Contact Center Varna

If you join our team, you will have the following responsibilities:

• Monitor and ensure that the provided level of support by the consultants meets the established quality standards and customer expectations
• Help with the consistent performance improvement through structured feedback and coaching sessions with each of the consultants
• Keep a good Quality control documentation for reporting and monitoring of the quality metrics
• Review and evaluate handled interactions by the consultants via phone, chat and email and perform live shadowing sessions
• Perform root cause analysis
• Takе part in team meetings and discussions on process improvements.
• Take part in Calibration sessions
• Customer feedback analysis (NPS)
• Increase the quality efficiency by applying necessary changes
• Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance the total customer experience
• Help with identifying training needs and with material creation for specific training sessions
• Help with creating Knowledge Base content
• Lead Quality standard sessions for the consultants

You are the ideal candidate if you have:

• Over 2 year of relevant quality assurance experience preferred
• Experience working in a contact center environment
• Demonstrated understanding of contact center processes and procedures
• Critical thinking with the ability to contribute to challenging assignments in a business-critical environment
• Ability to multitask and work independently with precise detail and follow-up sessions
• Demonstrated analytical, organizational and great communication skills
• Proactive attitude, self-driven and results oriented
• Comfort in different tools usage (Microsoft Excel, Word, PowerPoint, Outlook, Cisco, etc)
• Great coaching and feedback skills
• Attention to detail and Root cause analysis skills, recognizing patterns
• Reporting and Data analysis skills
• Problem solving skills
• Fluency in English is preferred

What we offer:

• Being part of an unit to serve as an Excellence Center for sustainable transition
• Food vouchers in the amount of 200 BGN per month
• 20 + 5 paid days holiday leave
• Additional Health Insurance
• Favorable conditions for housing and mortgage lending, as well as for bank products and services
• Bonus scheme depending on the achieved results
• Preferential conditions for Multisport / CoolFit card
• Discounts in various companies
• Refer a Friend Bonus

If this position sounds like the right fit for you, we’d love to receive your application. All applications will be treated with strict confidentiality. Only shortlisted candidates will be contacted.