Your future role:
Job Objectives
Through transaction monitoring, CSAT evaluation, feedback, coaching, training support, and performance analysis, the Quality Analyst is responsible for identifying performance gaps and driving continuous improvement across the support team.
You will help ensure consistent service quality for customers receiving assistance for a portfolio of home and lifestyle products, including small domestic appliances and coffee solutions.
Responsibilities and Output

• Monitor and score customer interactions across voice, email, live chat, WhatsApp, and back-office activities
• Provide structured, proactive feedback and coaching to Customer Support Representatives on a weekly basis
• Contribute positively to both employee engagement and client satisfaction
• Participate in Calibration Sessions and Quality Meetings (internal and external) according to account needs
• Deliver quantitative and qualitative analysis to positively impact Key Performance Indicators
• Coordinate and facilitate actions on quality-impacted metrics through relevant data analysis
• Compile and present reports requested by the Client or Management
• Identify training needs and contribute to continuous improvement initiatives

Benefits:

• Competitive salary
• Monthly performance bonus
• 30 RON meal tickets
• Cost of a monthly subscription for public transportation (120 ron/month)
• Relocation package of 500 EUR gross/month for the first 6 months (for candidates who need to relocate)
• A well-defined career path with many opportunities to grow in different directions
• After 6 months, possibility to work in a hybrid model (up to 3 days from home) based on performance and business needs