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Quality Analyst - Italian Speaker

Posting Country:  Hungary
Date Posted:  25-Mar-2021
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Joining Vodafone Intelligent Solutions is a journey for you to grow, discover and enjoy the way operate. 
We maximize value with everything we do, from Operational Excellence to Next Generation Services in Sales, Marketing, HR Operations, BI, Financial Operations, Bid Management, Pricing, Sales, Sales Support, Legal, Commercial Operations and Supplier Management.
We operate with 1.300+ colleagues in Budapest, coming from 32 different nationalities, supporting 25 countries globally.


And what’s it like to work here? Come, find out and join us as 


Quality Analyst - Italian Speaker


Your role in a nutshell: 

To audit & evaluate the transaction quality for voice/chat process and ensure process hygiene. To perform data analysis and suggest actions on improvement areas to the operations team. Coach advisors and be a subject matter expert.


Why you will love your job:

• Coach advisors, setting & highlighting SMART goals, to improve quality performance.   Effectively coaching quality results both written and verbal to agents of varying personality types and learning styles and tracking improvement.
• High impact on business due to compliance and quality delivery
• Interacts and Shares updates with advisors, sends reports, SOPs, manuals to all relevant stakeholders, participates in calls. No interface with suppliers and third parties. No direct dealing with end customers.
• Reports and works as alarm system for failures, facilitates ideation and business improvement ideas
• Observe trends and make recommendations for improving work processes in the organization. Maintain and make available for regular review, quality reports and files at agent, team.
• Meet and discuss results with supervisors to assist with the performance evaluation process for skill improvement.  Identifying advisors who would benefit from additional support and those who are exceeding.
• Develop, implement and participate in Quality Initiatives to increase awareness of Quality objectives and support Operation plans and KPI’s


What you will bring to the team:

• Very strong communication & negotiation skills
• Good Analytical thinking
• High emotional intelligence and soft skills to coach employees
• Ability to learn, seek knowledge and self-development.
• High problem solving skills
• Must have experience of 1 – 2 years in Customer care environment
• Italian Level – C1 Speaking Proficiency


Here are the benefits you will enjoy:

• Internal coaching and mentoring culture
• Unravel your continuous process improvement mind-set – new ideas are always listened to
• Our strong sense of community and teamwork means you will be supported by people from different disciplines in your everyday work and career goals
• We provide corporate assets as laptop and mobile phone with Vodafone RED subscription – unlimited talk and text + 20 GB data
• Flexible working hours


To ensure our colleagues’ safety we continue working from home 3-4 days/week in the long run.

#movewithus #_VOIS

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Apply now »