Training and Quality Assurance Specialist

2 weeks ago

Debrecen, Hajdú-Bihar, Hungary Transcosmos Kft Full time

Transcosmos is an international leader in Business Process Outsourcing (BPO) services, including Customer Support services in German, French, Italian, Spanish, Portuguese, Polish and English. We employ over 50,000 staff worldwide and support amazing brands 

If like us, you are passionate about people and technology then your amazing new job is just a tap away 

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  • Maintain and manage the service training material for both company and client
  • Deliver face to face and/or remote training to entire service delivery team members
  • Manage and maintain all service team members' progression with on-going service development
  • Create, maintain and manage all services timetable of training for new starters' inductions for both internal and external customers
  • Make effective use of procedural, informational, and technical documentation
  • Verifies call and/or chat and/or email handling results by measuring skills in use of scripts, product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Oversee quality assurance including contact monitoring, evaluation and calibration scoring
  • Analyze quality and performance trends to provide recommendations for improvement
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  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
    • Excellent written and verbal communication
    • Good understanding of the system actively used by the service
    • Ability to apply creativity to solutions

Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

Technical: Good Knowledge of Microsoft Office products
· Intermediate to advanced level of knowledge of IT support services
· CRM Software platforms experience preferred

Behavioral: Highly customer focused with a good understanding and working knowledge of the excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels

  • Excellent presentation & facilitation skills
  • Experienced facilitator who can implement program changes quickly and with a high degree of success, including external client certification processes for additional training materials
  • Flexible, adaptable, and able to work to tight deadlines
  • Self-motivated with excellent organizational skills
  • Excellent organizational skills
  • Effective follow-up skills
  • Good attention to detail
  • Excellent problem-solving skills
  • Dynamic, energetic facilitator with the ability to read an audience and adjust delivery accordingly
  • Ability to work on multiple projects in a rapidly changing environment
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  • Previous experience in BPO and Customer Service and/or technical account preferred
  • Have a proven track record demonstrating the skills and qualities outlined in this document.
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Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

  • To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
  • Competitive salary
  • Cafeteria
  • Team building and free time activities
  • Modern office environment

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