Job expirat
We are building Big Data team from the ground up with the goal to use our petabytes of data to build new internet applications in e-commerce domains such as online advertisement, federated search, payments, comparison shopping, etc. Plus deliver differentiated experiences in-app and across our billions of consumer touches in owned channels.
To maintain our strong brand presence and market leadership as we shift from being a security company an internet company, we seek technologists with business acumen, world-class hard-skills, and a passion for building exceptional products at scale.
We believe that empowered, self-motivated teams can accomplish huge things.
Job Description:
Responsible for analyzing and recommending process improvements based on monitors, audits, surveys, client feedback, and system reports. Works with the Operation Manager and the Quality Manager on the implementation of process improvements. Tracks progress in meeting and exceeding productivity, quality, and customer satisfaction goals.
Compiles and analyzes quality reports on call monitors and data audits by individual, team, and contact center. Identifies trends and opportunities for improvement. - Provides results from quality analysis to the Operation Manager and the Quality Manager for incorporation into training, corrective and preventive action plans, and continuous process improvements.
Ongoing monitoring to make sure that the project is meeting all Service Level Agreements (SLA). Identified issues are reported immediately to the Operation Manager.
Continuous focus on customer satisfaction which includes reviewing client feedback and customer surveys for opportunities for improvement.
Conducts content focused monitors and audits as a result of client feedback, quality analysis, implementation of new processes or procedures, and training.
Identifies and tracks Customer Service Agents and contact center issues and trends based on quality reports and customer feedback.
Provides daily, weekly, monthly reports containing analysis, trending, and recommendations for process improvements. Prepares internal status and task management reports and reviews the content of statistical reports for accuracy prior to submittal to the Operations Manager and the Quality Manager.
Participates in weekly and monthly staff meetings and internal & external customer meetings.
Tracks performance intervention and outcomes as a result of continuous process improvements.
Performs additional responsibilities as assigned.
Some travel (10-25%) is required.
Knowledge, Skills & Abilities Required
Bachelor’s degree from an accredited college, or equivalent experience/combined education, with 2-3 years of professional experience in call center management and/or quality assurance.
Experience initiating process improvements and managing to Service Level Agreements.
Strong Interpersonal skills. Ability to professionally interact with internal & external customers on a regular basis.
Intermediate computer skills including Microsoft Word, Excel, and PowerPoint.
Good written and spoken English
Desired skills
Lean and/or SixSigma certification (Green Belt)
Experience in VBA and/or SQL
Located in Bucharest - Romania, Avira was founded in 2004 by a dynamic core of security experts who is committed to the following values: security ethics, professional attitude, open spirit, pride and respect. These principles are meant to stand at the base of any long term
collaboration and partnership that Avira Soft will undertake.
Avira Soft gathered a team of more than 50 dynamic professionals who are permanently collaborating with the experimented specialists of Avira GmbH , Germany. We are a dynamic and creative team and our purpose is to produce high quality software.
We also impose some requirements for our candidates: creativity, technical knowledge, team working capabilities and the ability to finish the job on time.
