We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs. For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.

A day in the life of a Quality Analyst for Large European Institutions Projects

As a Quality Analyst for Large European Institutions Projects, you will be responsible for evaluating and analyzing the quality of IT services relying on multiple sources such as ticket processing checks, KPIs, surveys on users and customer satisfaction, and audits. You will work closely with the Quality Controller, Service Delivery Manager, the Quality Manager, and the CSI Manager to identify and analyze issues. Your contributions will be vital in delivering high-quality solutions to our clients and end-users.

Your main duties will be to:  

• Review of the ticket’s information and processing from the content point of view
• Identification of areas of improvements for each service and agent
• Analysis of stakeholders and users’ satisfaction surveys results
• Review and maintain Quality check procedures and training materials
• Work in cooperation with CSI team for automations and improvement proposals
• Track and document common issues and trends in content quality
• Maintain thorough records of content evaluations and feedback
• Contribute with inputs to the Artificial Intelligence (AI) based algorithm supporting automated Quality Checks
• Perform processes and documentation audits  

If you have

• Proven experience in editing processes related to documents, proofreading, quality control
• Excellent written and verbal communication skills
• Strong attention to detail and a keen eye for quality
• Very good spoken and written knowledge of English and French
• Previous experience in technical customer support
• Good analytical skills and ability to identify gaps
• Good knowledge of advanced MS Excel functions
• Proactive, initiative to propose and implement solutions
• Multi-tasking and adaptability
• Results-oriented, punctual, meticulous, and reliable

…then this position is suitable for you!

It would be nice if you had

• Knowledge of reporting, visualisation, AI tools
• ITIL Foundation certification
• Experience auditing processes

This position comes with:

• Competitive compensation packages.
• Interesting and challenging tasks within large-scale projects.
• An international dynamic within a fast-paced working environment.
• The opportunity to work in a diverse environment with talented colleagues.

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

The safety and well-being of our employees remain our top priority. Please note that Netcompany-Intrasoft’s recruitment process is being conducted virtually due to preventive measures against the Covid-19 pandemic.

#LI-MA1

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://bit.ly/3SSbBzU 

 #BePartOfSomethingGreat!

*Please submit your CV in English

All applications will be treated as strictly confidential.