Quality Specialist (Service Desk)

Job description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Job Description

- Checks agent quality based on Global Quality Methodology
- Checks individual calls and recordings of agent activities and communications
- Processes negative and positive feedback from CSAT enquiries
- Defines agent quality improvement plans
- Reports weekly on agent quality
- Supports Team lead/Work planner on agent coaching
- Identifies the interface of key activities within and between the functions of the organization.
- Integrates and aligns the processes that will best achieve the desired results
- Make recommendations for continuous Improvement of processes, considering the QA standards
- Participates in the design of Quality Assurance Programs, Audit Forms, and standards

Job Requirements

- Need to speak fluent Spanish and English.
- Service Desk - Call Center Experience Required (Minimum 1 year)
- Candidates must have clear and effective verbal & written communication skills
- Customer Service Experience Required

Capabilities & Experience
- Autonomy, Responsibility and Authority Works to agreed objectives. Has full responsibility for quality of work performed by the Operations Team
- Influence Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field.
- Complexity of Work Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts
- Essential Skills Demonstrates Problem analysis skills. Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally. Should be able to liaise with the Service Desk operations on critical Quality Assurance requirements and functions
- Knowledge and Scope of Expertise Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work.
- Learning and Development Takes initiative to ensure technical or specialized skills and specializations are kept up to date in line with industry developments.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.