Quality Analyst (with Italian)

Aon sp. z o.o.

Overview

The Quality Analyst meets daily, weekly, and monthly evaluation quotas. Evaluating, monitoring, and recording evaluation data are critical duties of the job as well as identifying training needs and deliver feedbacks/trainings. Participating in QA related meetings (e.g. calibration sessions, dispute meetings, etc...) is an expectation.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

• Monitors and evaluates new hire calls, emails and web chats during agent on boarding training period. Has a close overview of new joiner's progress later
• Evaluates calls, emails and web chats for agents across Krakow ECC Team. For ad hoc situation this may be also needed for LATAM and APAC Teams.
• Provides feedback to new hire and existing employees via the evaluation process both ad hoc and monthly basis. High level of pro activeness and team's support is needed in this level.
• Meets daily, weekly, and monthly evaluation quotas as assigned along with quality reporting for business, data summaries and data administration in line with SLA
• Proactively identifies and documents trends and analyse of training needs observed during the quality evaluation.
• Supervising junior colleague's questions with senior level expertise and advanced client knowledge
• Stays informed of all organizational changes including but not limited to new clients and changes in processes, new tools implementation's
• Active work on the Engagement aspects and initiatives in the team. Addressing creative ways of growing level of it in the team
• Maintenance and implementation of GDPR procedures and requirements. Taking active role of GDPR Champion/focal point.
• Being a role model for junior colleagues when it comes to engagement, quality of work, proactiveness and ethos of work.
• Building a good understanding of AIM together with Equity and Inclusion across team
• Active collaboration with ECC Managers and Leadership for ad hoc task and duties
• Performs other duties as assigned (i.e. attending Client Calls, Coordinators support ant others)

How this opportunity is different

As a Quality Analyst you will learn how to perform quality evaluations, prepare global reports for the business (including LATAM, EMEA and APAC regions). You will be coaching and supporting Contact Center Representatives and agree with ECC Management and our partners daily. This role will help you to advance your communication skills as well as soft skills in the area of providing feedback and developing colleagues.

Skills and experience that will lead to success

• Clear communicator (written and verbal); to ensure ability to properly document and communicate QA related items
• Excellent English and Italian - you need to be at least C1 (on the CEFR scale)
• Have a positive partnership/collaborative approach to all duties
• Ability to work effectively under tight deadlines and successfully prioritize multiple/diligent tasks
• Demonstrate a high level of subject matter expertise in the QA area to support business requirements
• Practice knowledge transfer
• Continually focus on individual and team member development
• Strong attention to detail

Please attach CV in English only

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