Quality Analyst

• Evaluation and analysis of calls and tickets
• Contribution to development and maintenance of quality management concepts and systems.
• Identifying patterns and trends as related to service quality
• Maintaining strong work relationship with Service Improvement managers
• Providing feedback for Service Desk colleagues on Soft Skill and quality topics.
• Occasional training delivery and involvement in preparation of new joiners to Service Desk
• Providing on-going feedback for Team Leaders and collaborates with the management
• Working closely with Training Coordinators to identify and recommend departmental training needs
• Cooperation with Knowledge Coordinators to identify knowledge articles in need of revision

• Strong English language skills (German, Italian and Slovenian language skills are an advantage)
• Experience gained in Service Desk
• Knowledge of quality processes in Service Desk
• Diplomatic, able to handle sensitive data confidentially
• Ability to pay attention to details
• Excellent stakeholder-management skills
• Good time management skills
• Ability for monotony tolerance during ticket control
• Ability to provide verbal and written feedback

• Possibility to improve yourself in a constantly growing organization
• Secure, long-term job opportunity at a stable company
• An above average salary
• Intensive, individual, and practical training
• Varied and interesting responsibilities
• Modern and comfortable working environment (adjustable desk and chair, sports facilities)
• Home office possibility

Aldi