Are you fluent in both English and Hebrew? Then this is an ideal opportunity as a Quality Analyst working from home. (UK Only).

KNOWLEDGE/QUALIFICATIONS

• Considerable knowledge of and ability to utilise efficiently current word processing, spreadsheet, database, e-mail and internet software
• Adequate level of spoken and written English, to comprehend client training and procedures is essential
• GCSE (A-C) or Equivalent qualifications in English / Languages/ Mathematics essential

SKILLS:

• Fluent in both English and Hebrew
• Highly effective communication and analytical skills
• Interest in technology and ability to understand and resolve technical issues
• Ability to work to tight targets and deadlines
• Ability to navigate between multiple I.T applications confidently.

EXPERIENCE:

• Experience operating in a challenging organisational environment with a requirement to balance differing priorities and demands
• Experience of being measured against performance criteria
• Customer service experience (desirable)
  Applicants must hold the necessary Right to Work in the UK and be based in the UK to Apply.
  Please contact us via email to request a full Role Profile and further information on this requirement.
  Job Types: Part-time, Permanent
  Pay: From £12,698.40 per year
  Expected hours: No less than 20 per week

Benefits:

• Additional leave
• Casual dress
• Company pension
• Flexitime
• Health & wellbeing programme
• Referral programme
• Sick pay
• Work from home

Schedule:

• Day shift
• Monday to Friday
• No weekends

Language:

• English (required)
• Hebrew (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote
Reference ID: ZC/HebrewQA/032

ROLE PURPOSE

On behalf of our global clients, you will analyse the content of interaction between Customers, Client and Outsourced Contact Centres. Evaluating the content of telephone calls and written communication, in the required language and provide accurate and actionable feedback on their service delivery and quality, according to agreed project specifications.

Role Requirements:

• Applicants need to be currently based in the UK to Apply.
• Location: Working from Home (UK)
• Working Hours: Minimum of 20 hours per week working Monday - Friday. Core working hours are between 7am - 6pm. We would be happy to agree suitable start / finish times accordingly.
• Start Date: ASAP

KEY RESPONSIBILITIES

• Provide feedback on adherence to policies and appropriate procedures used to enable client to deliver outstanding customer service.
• Fully participate in round table and project activities aimed at enhancing client performance and customer experience.
• Successfully navigate customer software applications to research appropriate resolution and input evaluation results and comments on to BPA’s custom software systems.
• On an on-going basis, use internal feedback for self-development and adhere to all agreed processes associated to the project(s).
• Attend all training required in support of your role and achieve required standards of competence in technical knowledge/ability to enable thorough understanding of client technology.
• Ensure compliance with all up-to-date health and safety regulations and procedures maintaining safe working practices and conditions.
• Comply with all BPA policies and procedures and maintain the highest standards of client and information confidentiality.
• Support the Team Leader by carrying out any additional activities/duties identified as necessary for the role.