Vodafone Help Desk Quality

vor 24 Stunden

Dresden, Deutschland HR Success Management eG Vollzeit

Für unseren namhaften Kunden in Dresden suchen wir einen Vodafone Help Desk Quality Mitarbeiter*in.

**Das bieten wir**:

- 30 Tage Urlaub
- Unbefristeter Arbeitsvertrag
- Corporate Benefits: Spare bei über 600 bekannten
- Partnermarken
- Firmenevents wie Sommer
- und Winterfest
- Kostenlose Erfrischungen im Büro
- Selbstorganisation und Autonomie

**Ihr Verantwortungsbereich**:

- This position will be focused mainly on ensuring that the

account meets the quality monitoring goal set by the client
- Uses quality monitoring data management to compile and track

performance at team and individual levels
- Responsible for preparation, analysis and timely completion and

submission of QA reports for management staff review
- Prepares quality monitoring reports in a timely basis and

completes RCA if needed
- Act as a focal point for the Problem Management process within assigned account enforcing Problem Mgt. best practices
- This position will report to the Quality Associate Manager or

anyone assigned by the company
- Other related duties are assigned
- Any other tasks assigned by the immediate supervisor/manager

based on business needs
- Can work on rotating shift on an occasional basis

**Ihr Profil**:

- Preferably with a Diploma in Networking similar program or substantial equivalent experience
- Minimum of 1 year as a Quality Analyst or with experience in similar capacity
- ITIL (but not required) or an equivalent combination of education and experience
- Technical certification in the IT field is a plus
- Strong analytical, troubleshooting and problem solving skills
- Knowledge of PC/Laptop/Mobile Devices/Printer hardware components, network troubleshooting and remote assistance tools
- Excellent documentation skills and proficient in MS Excel, MS Word and MS PowerPoint
- Experience in working as technical help desk in internet service provider
- Willing to work on 24/7 shifting schedule,holidays, weekends, and rest days

Preferred:

- Experience working in a customer-centric environment
- Extensive experience of similar capacity
- Knowledgeable in navigation and working of Routers, Modems,

Troubleshooting network connectivity issues
- Familiarity with ITIL, Foundations certificate a plus

**Skills**:

- Experience working in an environment that requires managing

issues in accordance with KPI/SLA commitments
- Demonstrated ability to work in a fast-pace, sometimes stressful

environment and make quick, calculated decisions
- Demonstrated ability to communicate within all levels of an

organization, including management as well as operating teams
- Ability to create event reviews, reports and presentations for

management staff
- Demonstrated ability to identify, analyze and evaluate a large

volume of information and to communicate accurate and timely

updates to the organization with solid focus on detail, required
- Customer centric focus and experience working on client-facing

teams
- Knowledge of MS Office suite software
- Ability to work varied shifts to cover 24x7x365
- Excellent German Written/Oral
- Good English writing, speaking and communication skills

Konnten wir Ihr Interesse wecken?

Dann freuen wir uns über die Zusendung Ihrer Bewerbungsunterlagen und stehen Ihnen bei Fragen zur Verfügung.

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