Anna Czyrnia

Responsibilities:
- People management and development
- Schedule creation, tasks delegation, monthly/yearly evaluation
- Team members motivation, workload coordination to deliver expected results
- Contribution in hiring process
- Data analysis and preparation of daily/monthly/quarterly reports
- Identifying potential improvement opportunities

Responsibilities:
- performing call and ticket audits according to project requirements
- preparing reports on quality KPIs (audits’ results, Quality Concerns ratio, complaints, outcomes of Customer Satisfaction Surveys etc.)
- analyzing patterns, trends, failure areas on the Team and individual level to identify improvement needs
- analyzing quality concerns, complaints, compliments, Customer Satisfaction surveys for identifying areas of failure, runs root cause analysis and service recovery (if needed)
-telephone and mail contact with the customer to discuss and solve quality issues

Responsibilities:

-Providing technical support and troubleshooting services to end users from Germany

- scope of support: hardware and/or software applications, mobile devices, network.