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HR Contact Center Quality and Training Agent (German speaker, Part-timer)

Régió: Budapest

PBS International Kft.
Hozzáadva: 2016.09.27.
Hirdetés azonosító: 865595
HR Contact Center Quality and Training Agent (German speaker, Part-timer)

Country:    Hungary (+36) • Budapest

Description of position:    The role of the Quality Assurance and Training Agent entails a wide range of monitoring and learning tasks that enable him/her to target the improvement areas found in the account.

Duties:    Duties:

• Monitoring and evaluating agent's performance in inbound/outbound calls, email customer contact and overall case handling process, according to predefined quality standards discussed with the client.

• Reporting the results of the evaluations on daily and weekly basis to compile and track the quality of the service delivered by the account.

• Constructively coaching agents on their areas of improvement through emails, QA tips, post live monitoring feedback and daily report comments.

• Preparing any training material suited to fulfill the agent's learning process abiding by the Service Level Agreement set up with the client.

• Delivering every training requested by the account, whether ongoing/refresher or for new processes to be implemented.

• Holding weekly call calibration sessions with the client to ensure compatibility of standards and client satisfaction.

Requirements, skills:    Required

• High School Diploma/GED

• At least 6 months experience in Excel

• Computer literacy in Excel, Explorer, Adobe Acrobat, Power Point

• English: Fluent

•- German: Fluent


• At least 2 years experience in Excel

• Knowledge of Adult Learning Techniques or previous experience of QA or Customer Service

Known languages:    Fluent English and German knowledge

Short company info:    Our client is a shared service center based in Budapest. The company is committed to creating a supportive, flexible work environment that gives employees more flexibility and control over their work as an important means to achieve greater work/life balance and enhanced productivity.

What our client offers:

•A multicultural, dynamic and positive team environment

•Continuous development opportunities

•Varied tasks, job roles and possibility to participate in local or international projects

•An attractive working environment

Additional info:    By submitting an application form or sending your curriculum vitae electronically, you will be giving the employees of PBS International Ltd. the approval and acknowledgement to access, handle and record the personal details you have submitted for application and registration processing. During the course of your application and in the future event that a prospective party expresses professional interest in you, we will only forward your details onto our clients upon your exclusive and prior approval.

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