✨ AI Summary
TP Systems is seeking a German Quality Analyst in Cairo, Egypt. The role involves analyzing raw data, identifying trends, and presenting results based on internal procedures to aid company decision-making. Key responsibilities include analyzing CSAT/DSAT data, conducting root cause analysis, generating reports, and highlighting areas for improvement. The analyst will also be responsible for comment analysis, maintaining client reports, calculating statistical sample sizes for transaction monitoring, and preparing/updating the transaction monitoring plan. Additionally, the role requires organizing calibration sessions, preparing analysis for new hires to identify training needs, taking calls for educational purposes, and working with management to prioritize business needs. The analyst will monitor transactions based on calibration and language skills, attend meetings, provide performance feedback, and participate in Problem Solving Process-DMAIC sessions. A proactive approach to continuous improvement and adherence to all relevant laws and policies are essential.
Requirements
Requires a high school diploma or equivalent, and German & English proficiency at B2 CEFR level or above. Must have at least 12 months of experience as a Quality Analyst. Proficiency in Office tools (Excel/PowerPoint), typing at 20 WPM, and experience with production and client tools are necessary. Knowledge of Six Sigma Principles (White/Yellow Belt is a plus) and DMAIC process is required.
Description
Position OverviewAnalyze raw data and present results based on internal procedures. Analyze trends and patterns foundin the data, to assist the company in interpreting and making decisions.Key Responsibilities• Analyze data according to defined business rules and procedures• Analyze CSAT/DSAT data and provide root cause analysis• Provide reports and analysis to assist others to track progress and optimize their focus on theareas of their interest and new trends• Highlight weaknesses based on data analysis for improvement purposes • Conduct commentanalysis• Maintain and update frequently Client and TP reports• Calculate statistical valid sample size of Transaction monitoring for all types of transactions andassign it to the CSS/QA Representatives for execution• Prepare & update Transaction monitoring plan on a weekly/monthly basis• Follow up on sample size completion• Organize and coordinate calibration sessions, gather, analyze and communicate the results• Prepare and communicate analysis for New Hires to identify training needs and opportunities forimprovement of recruiting profiles• Take calls for educational purposes on a weekly basis• Work with Management to prioritize business needs• Monitor transactions in case that is calibrated and based on language skills for support• Attend planned meetings and deliver feedback related to team performance(DSM/DMAIC/Process Level improvements)• Provide analysis needed and participate in Problem Solving Process-DMAIC sessions• Be positive and proactive and have a desire for applying continuous improvement processes• Adhere to laws, regulations, company policies, procedures, internal and external Standards• Attend recurrent trainings published by the Client/Company on a regular basisRequired QualificationsEducation and specific Training High school diploma or equivalent German & English B2 or above CEFR proficiency level Proficient in selected languageWork Experience At least 12 months experience as Quality Analyst.Soft Skills & Other RequirementsCompetencies and specific skills:Technology• Applicable computer Operating System (Windows/iOS/Chrome OS/Android/Mac OS X. iOS)• Office (Excel/PowerPoint) or equivalent tools• Typing- WPM: 20 wpm• Use of production tool(s)• Use of phone system• Client tools Interpersonal• Effective Communication• Written Communication• Facilitating effective meetings• Teamwork and Inclusion• Organizational, attention to detail Process Knowledge• Security Policies• GDPR• Providing and Receiving Feedback from others• Ability to clearly understand a problem statement• Problem Solving and Critical Thinking• Health & Safety Policy• Knowledge of KPIs• StoryFAI Product knowledge• QA Analyst Foundations course• Client products / services Interpersonal• Ability to prepare and present a case study Problem Solving• Six Sigma Principles White/Yellow Belt (based on availability) o Intro to Lean Six Sigma o SFS Analyzing Data Process Knowledge• BEST QA• Table F (where applicable)• PCI Systems Knowledge• QMS / Intranet• ServiceDesk ticketing tool