Quality Control Agent

Introduction / Context

The QCA is based in Brussels and is responsible for performing Quality checks on tickets created by different services within the EUSS-IS framework contract.

The QCA reports to Quality Manager and is in close relation with the Quality Analyst. This role will also present the outcome of the Quality checks to colleagues form the Quality Team (QT), for the Services and to the customer as necessary.

Description of tasks:

• Perform quality checks on IT Services tickets based on Key Performance Indicators (KPI) definition
• Monitoring stakeholders and users satisfaction surveys results
• Provide checks results and conclusions to support the monthly reports
• Inform agents with regards to encoding quality results and related matters
• Support the review and maintenance of the Quality check procedures and training materials
• Propose and work in cooperation with CSI team for automations and improvements of the quality checks
• Analyse and answer complaints, propositions and feedback transmitted by the services and other colleagues
• Support structural, root cause, or punctual analysis jointly with other Quality Team (QT) and Services

Knowledge and skills:

• Good knowledge of Microsoft Office suite and advanced features such as pivot, formulas, and filters
• Very good spoken and written knowledge of English and French.
• ITIL Foundation certification
• Good analytical skills
• Ability to identify dysfunctions and patterns
• Proactive, initiative to propose and implement solutions
• Strong communication skills
• Multi-tasking and adaptability
• Results oriented, ability to meet deadlines, punctual, meticulous, and reliable
• Previous experience in technical customer support and tools (Service Now) is a plus