Quality Assurance Specialist - Italian

What success looks like in this role:

• Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.
• Coaching abilities to drive agent performances
• Provide input for Knowledge Article updates and recommend other improvement suggestions.
• Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience.
• Collaborate with Knowledge, training, Quality and Operation to drive results
• Prepare and Drive Quality assurance Weekly, Monthly business presentation [WBR, MBR]
• Active participation in quality initiatives and Team objectives and high-quality execution of the Quality Process.
• Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics.
• May involve Client interaction and activities
• SD basic technical troubleshooting experience

You will be successful in this role if you have:

• Must be fluent in Italian and English
• Hungarian or any other additional language is a plus
• Minimum 2+ years of IT Service Desk Level 1 experience
• Bachelors' Degree in any field is desired
• Key Skills:
  
  • Good understanding of IT Service Desk Level 1 Support processes
  • MIS reporting, trending reporting and Analytics
  • Good knowledge of Service Desk Tools, Applications
  • Experience creating and updating reports. Should be able to interpret data and trend analysis
  • Able to resolve escalations and keep stakeholders informed
  • Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
  • Growth Mindset that generates curiousness about the working environment

What do we offer?

• Hybrid working is supported
• Monthly gross 35.000 HUF cafeteria - regardless of your weekly working hours
• Private Health Insurance - Premium Package provided for all Unisys associates after 1-year tenure
• Home office allowance
• Last and foremost, a great team, also a lot of learning and training opportunities

#LI-AB1

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.