Quality Associate | Quality Analyst

at  Tech Mahindra GmbH

Aufgaben

• This position will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client
• Uses quality monitoring data management to compile and track performance at team and individual levels
• Responsible for preparation, analysis and timely completion and submission of QA reports for management staff review
• Prepares quality monitoring reports in a timely basis and completes RCA if needed
• Act as a focal point for the Problem Management process within assigned account enforcing Problem Mgt. best practices.
• This position will report to the Quality Associate Manager or anyone assigned by the company
• Other related duties are assigned
• Any other tasks assigned by the immediate supervisor/manager based on business needs
• Can work on rotating shift on an occasional basis

Qualifikation

• Preferably with a Diploma in Networking similar program or substantial equivalent experience
• Minimum of 1 year as a Quality Analyst or with experience in similar capacity
• ITIL (Familiarity with ITIL, Foundations certificate a plus) or an equivalent combination of education and experience.
• Technical certification in the IT field is a plus
• Strong analytical, troubleshooting and problem solving skills
• Knowledge of PC/Laptop/Mobile Devices/Printer hardware components, network troubleshooting and remote assistance tools
• Excellent documentation skills and proficient in MS Excel, MS Word and MS PowerPoint.
• Experience in working as technical help desk in internet service provider. Experience working in an environment that requires managing issues in accordance with KPI/SLA commitments
• Willing to work on 24/7 shifting schedule, holidays, weekends, and rest days
• Experience working in a customer-centric environment
• Extensive experience of similar capacity
• Excellent German Written/Oral.
• Good English writing, speaking and communication skills
• Demonstrated ability to work in a fast-pace, sometimes stressful environment and make quick, calculated decisions
• Demonstrated ability to communicate within all levels of an organization, including management as well as operating teams
• Ability to create event reviews, reports and presentations for management staff
• Demonstrated ability to identify, analyze and evaluate a large volume of information and to communicate accurate and timely updates to the organization with solid focus on detail, as required

Benefits

• 30 days’ annual leave;
• Permanent working contract;
• Corporate Benefits: Partnership with over 600 brands;
• Company events such as Winter Festival or Summer Festival;
• Free drinks in office;
• Self-organization and autonomy.

We look forward to any application – your gender, age, origin, religion or sexuality do not matter

Please refer the Job description for details