Analyst, Quality And Audit
Vodafone Limited
Romania,Bucharest
2 zile în urmă

Be a member of a fast growing international organization! Vodafone Shared Services Europe is part of the Vodafone Group and operates in two EU countries as a commercial HUB for Vodafone activities all around the world with almost 3000 colleagues.

The Bucharest based centre started its operation in 2014. Now it serves as a centre for excellence in Technology, Customer Service, Fraud, Security Services and Finance hub.

Our Technology department is focused on Enterprise Product and Services, Infrastructure Management, Applications Operations and Customer Service Desk.

Using state of the art technologies, we are offering hi-tech solutions to Vodafone clients in 6 European markets.

The Budapest based centre started its operation in 2007. Now it serves as a Financial, Enterprise, Business Intelligence, HR and Sourcing HUB, continuously focusing on supporting and improving processes in 29 countries and offering solutions to 150 Vodafone Enterprise Customers.

Join us in Romania and in Hungary and be the part of our global team, supporting Vodafone clients around the world.

Your day to day

Evaluate calls (received by Vodafone Italy Customer Care Contact Centres Consumer, ADSL & Fixed lines) building best practise ,maintaining and improving the quality and the the way we coach the agents to achieve targets and objectives.

With these activities you will have a great impact on our business

  • Consistency in evaluation of the quality of the Customer Experience delivered.
  • Listening, encrypted calls and check cases with the aim of verifying that customer’ requests are being correctly managed and to control the coherence between the defined procedure and the actual handling of it.

    Document detailed and trend based feedback.

    Observe and assess the quality and effectiveness of the call quality of the front line advisors. Provide feedback to the VF-

    Italy Customer Care Support team to initiate development, commitment and action to improve.

    With these skills you are a great candidate :

    Inbound call centre background

    Fluency in Italian language and general knowledge of the Italian culture

    Past Italian working experience

    Excel knowledge.

    Employed for more than 6 months.

    Fluent Italian speaking, listening, writing (C1 / C2)

    Good knowledge of customer care procedures & software

    Very good analytical skills to provide feedback (on processes, critical points etc)

    Sounds like the perfect job? We’ve got even more to offer :

    Medical and dental services

    Life insurance

    Dedicated employee phone subscription

    Special discounts for gyms and retailers

    Ongoing Education

    You get to work with tried and trusted web-technology

    Getting in on the ground floor of an technology changing company

    Flexible Vacation

    The future is exciting.Ready?

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