Polish Speaking Quality Assurance Specialist

Req ID#:  80393

Sofia, Bulgaria, BG

Polish Speaking Quality Assurance Specialist

Customer Service

About Us

Sitel Group is one of the largest customer experience companies in the world. The group is comprised of industry-leading firms providing business process outsourcing, digital marketing, training and talent management, technology and innovation, consulting and analytics solutions.

With subsidiaries such as Sitel, TSC, Learning Tribes, Extens Consulting, Sitel Insights and Novagile, the group’s services are leveraged across geographies, verticals and all stages of the end-to-end customer journey, helping clients effectively harness the industry’s explosive digital transformation and consistently deliver outstanding customer experiences.

With over 30 years of industry-leading experience, Sitel Group’s 75,000 associates service over 400 clients – Fortune Global 500 companies as well as local businesses – through its network of more than 150 offices in 24 countries.

Our office in Sofia is based in the city center and employs more than 800 people, supporting 32 languages all around the world. For our campaign – the world famous brand Philips, we are looking for positive and enthusiastic Polish Speaking Quality Assurance Specialist.

Your Tasks:

The Quality Assurance Specialist is responsible to support Team Managers in implementing and using the QMA, ensuring that the site is achieving/exceeding monthly contractual quality goals leading to a direct correlation in the customer experience, through call/NVC monitoring, feedback, reporting, analysis, calibration and provision of general support as required:

  • Perform quality assessment in line with QMA guidelines and structure and identify areas for improvement through call observation and analysis of CSAT metrics.
  • Ensure that target number of monitoring sessions is met on a daily/weekly/monthly basis.
  • Build improvement with constructive, non-biased 1:1 feedback on monitoring assessments and provide motivation and support to individuals and teams to ensure quality targets are met and exceeded.
  • Liaise with Team Leaders to address poor performances and implement action plans to improve agent performance and ability.
  • Provide updates on progress, trends and concerns and ensure that any issues impacting CSAT and Quality are flagged.
  • Support Team Leaders in the creation and distribution of all QMA reporting, for both the site and the Client.
  • Ensure that the monitoring database is updated and maintained and that any risks/issues are reported in a timely manner.

We are looking for employees meeting the following requirements

  • In-depth working knowledge
  • Fluency in Polish language - both written and verbal
  • Excellent conversational and written knowledge in English
  • Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Access, Outlook) for creating needed reports, meeting presentations and other project related documentation
  • Being able to work on late shifts and shifts during the weekend
  • Minimum of 6 months of customer service working experience

SITEL Bulgaria offers you

  • Competitive remuneration scheme including monthly performance bonus
  • Social package including: additional healthcare insurance; gift vouchers; social team activities;
  • To join a young and dynamic team in multinational environment
  • Opportunities for long-term professional career
  • Entitlement to company internal training and development accordingly global standards
  • Friendly and accessible office location
  • 8 hours working day on shifts; open for part-time options.

Relocation to Sofia

  • We can cover for you your plane ticket to Sofia
  • Assure hotel accommodation for 2 weeks upon arrival
  • Give you apartment allowance for rent

Polish Speaking Quality Assurance Specialist

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