Quality Analyst (m/w/d) in Leipzig

Leipzig, Deutschland
Personalwesen / HR

We are Tech Mahindra GmbH and we drive technological progress: Whether AI, everyday automation or cyber security - TechM plays a leading role in the IT sector.

For our office in Leipzig we are looking for a Quality Analyst*.


Roles and Responsibilities:

  • Quality Associate (QA) will be responsible for ensuring Call, Email & Ticket quality. The QA monitors required samples of voice & non-voice based transactions on Quality Evaluation form included with predefined quality parameters agreed between TECHM and client. QA also publishes a comprehensive report on the overall quality of the project. 
  • Random & stratified Sampling method will be used to audit the calls and emails
  • Coaching & Feedback sessions
  • Joint call monitoring sessions with respective assigned teams & other stakeholders
  • Provide process updates as per requirement
  • Conduct Team Huddles to discuss the Quality scores and areas of opportunities
  • Provide Feedback/Quality tips to improve customer experience
  • Recognize Agent with excellent performance levels
  • Bottom Quartile management
  • Root cause analysis as per requirement ( Complaints, Negative Survey response etc.., )
  • Participate in internal/external calibration sessions
  • Drive process improvement initiatives
  •  Handle production activities – to answer Call / Chat / ticket volume spikes


Applicant's Specifications & Qualification:

  • Good communication skills (German & English)
  • Experience in supporting Service Desk / Any Technical desk
  • Good understanding on SD transactional Quality concepts


Your benefits as part of the Tech Mahindra family:

  • 30 days vacation
  • Employee discounts with over 600 partner brands

Apply now with your resume & become part of the Tech Mahindra family - we look forward to meeting you!

PS: If you have any questions or would like to send us your resume, feel free to WhatsApp us at 0049 160 9015 4000.

*We welcome any application - your gender, age, origin, religion or sexuality do not matter. Networked togetherness. That is Tech Mahindra Germany.

Aktualisiert: vor 6 Stunden
Job ID 3775597
Über Tech Mahindra GmbH
Die Tech Mahindra Gmbh hat 700+ Mitarbeiter in Deutschland, gehört zur indischen Mahindra Group und bietet u.a. IT Support für Großkonzerne an.
51-200 Mitarbeiter
IT und Services
Grimmaische Straße 13-15, 04109 Leipzig, Deutschland
Grimmaische Straße 13-15, 04109 Leipzig, Deutschland
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