QA Analyst role for Czech AND Slovak Speakers

You come with:
• A C1 level of Czech AND Slovak, both written & spoken (both languages are necessary!)
• A B2 level of English, both written & spoken
• 2 years of experience in a customer service role (optimal)
• 1 year as a Team Leader with QA elements (nice to have)
• A good internet connection and a functional computer/laptop (for the duration of remote setup)

Main Tasks are:
• Assess quality performance on individual and team level.
• Know and apply the quality standards.
• Keep track of all project knowledge and quality updates.
• Analyze the alignment to quality standards though targeted and summary reports.
• Identify weaknesses and implement ways for improvement.
• Create action plans for improvement at individual and team level.
• Coach and offer support to the agents when needed.
• Conduct regular quality feedback meetings based on agents' performance.
• Keep an open communication based on findings, trends and improvement needs with the Trainer and management team.
• View the customer perspective and identify ways of alignment.
• Other tasks linked to quality required by the project's management team.