Quality Analyst (Remote, Romania)

About The Role

Job Title: Quality Analyst

Location: Based in Romania

Terms: Permanent Contract / Full-Time 40h weekly

Schedule: Candidates should be available to work on a rotational 8-hour shift basis scheduled between Monday to Sunday (40 hours per week) 09:30 - 12 midnight

About The Role

We are looking for an experienced Quality Analyst to join the team and ensure highest levels of service delivery to our client. This is a permanent work from home position based in Romania.

The ideal candidate will have a strong background in quality management, excellent analytical and problem-solving skills, and a passion for driving continuous improvement. This is a permanent work-from-home position based in Ireland so, the only commute you’ll have to worry about is getting to your home desk.

What You'll Be Doing

• Conduct daily review and evaluation of tickets, encompassing DSAT analysis, QA notification grading, and random ticket assessments.
• Weekly Coaching Session creation and completion monitoring; review, and follow-up on appeals; adherence to the Close CSAT feedback loop process.
• Learn & utilize a variety of tools to ensure accurate Agent and Team lead coaching on the processes.
• Collaborate with internal Training, Content, IT, and Ōura QA Team to improve Agent and Member Experience.
• Escalate urgent quality issues to Quality Manager and Ōura Quality Team.
• Active participation in QA calibration sessions.
• Learn the basics of QA reporting to drive continuous improvement within the team and conduct ad-hoc data analysis or in-depth ticket assessments upon request.
• Monitoring and analyzing agent/team performance to continuously improve performance
  
  

Your profile

ABOUT YOU:

• Minimum of 2 years of experience as Quality Analyst, preferably within BPO industry
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and identify actionable insights.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build strong relationships with clients.
• Certification in quality management (e.g., Six Sigma Black Belt, Certified Quality Manager) is a plus.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
  
  

Why us?

WHAT YOU GET IN RETURN:

• Fully Remote work based in Romania
• Oura Ring
• A competitive salary
• Equipment provided
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility
  
  

OUR RECRUITMENT PROCESS

• 45 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team
  
  

About Us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow