General Information

Location
Skopje
Job ID
10279
Job Category
Operations
Language Requirement
Italian

Description & requirements

Description
Join the team that perfects the customer experience! We're searching for a meticulous Quality Analyst to be the driving force behind our exceptional service. If you have a passion for high standards and a laser-focus on detail, apply now and help us set the industry benchmark for customer satisfaction.

Join us as a Quality Analyst!
Your main responsibilities would be to:
  • Perform regular quality evaluations of customer interactions to assess service quality and adherence to company standards;
  • Ensure that customer service agents adhere to company policies, procedures, and compliance requirements, including data protection and privacy regulations;
  • Conduct regular coaching and workshop sessions with agents to eliminate knowledge gaps;
  • Establish a feedback loop and provide ongoing coaching and support to help agents meet quality expectations;
  • Document and analyse findings from quality evaluations, identifying areas of improvement;
  • Generate comprehensive reports on interaction quality, highlighting trends and strengths;
  • Track and report on key performance metrics (e.g., customer satisfaction, first-contact resolution);
  • Work with the Training & Quality Manager to recognize training needs and develop improvement strategies;
  • Participate and lead calibration sessions with supervisors, colleagues and the client to align on quality standards and scoring criteria;
  • Provide constructive feedback to customer service representatives and team leaders;
  • Provide recommendations for process improvements and best practices to enhance customer service quality;

What's in it for YOU?
  • Work from home (with possibility of coming to Skopje office when needed);
  • The opportunity to develop your career in this industry;
  • Private health insurance;
  • Permanent contract;
  • Building career within an international team;
  • Internal platforms for learning and wellbeing improvement;
  • Online psychological counseling;
  • Full support while onboarding;
  • Pleasant work atmosphere and friendly team spirit;

What are we looking for?
  • Knowledge of English language (C1);
  • Excellent knowledge of Italian language (C1/C2);
  • Work experience in Transcom for more than 1 year is an advantage;
  • Ability to work from Skopje when needed;
  • Analytical and problem-solving skills;
  • Excellent communication skills, both written and verbal;
  • Attention to detail and the ability to identify patterns and trends;
  • Knowledge of customer service operations and industry standards;
  • Ability to work well in a team and collaborate effectively with cross-functional partners;

What life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.