AT&T Q&A Specialist in Brno, Czech Republic

Q&A Specialist is responsible for Quality Processes within GCSC operation. His main focus will be on Call Quality audits and ticket quality. He/She will work in close conjuction with operation teams and their team leaders and managers. He/She will also act as SME for Quality processes within GCSC space.

Roles and Responsibilities:

• Audits for Call And Ticket quality

• Addressing quality issues to Operation teams

• Quality Reporting

• Process owner for Quality processes

• Support operation teams with process expertise.

Key Competencies and Skills:

• Very good understanding of GCSC operation

• Able to make objective audits

• Reporting skills (Excel)

• Analytical skills. Able to identify and address trends

• Very good communication skills

• Must be able to communicate effectively with the operation teams.

• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility

• Ability to work well under pressure, set priorities and comfortable making decisions

• Drive enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn