Zoltán Lugossy Email & Phone Number

As a Quality Assurance Specialist at transcosmos Europe, I maintain and improve the quality of customer service provided by our agents. I track and analyze key performance metrics, such as average handling time, first-call resolution, and customer satisfaction scores, and use this data to identify areas for improvement.I provide constructive feedback to agents based on my evaluations and collaborate with team leaders to develop customized coaching plans to enhance agent performance. When customer complaints or issues arise, I conduct root cause analysis to identify the underlying reasons and suggest process improvements or additional agent training where necessary. I also contribute to business development by supporting new project implementations and ensuring compliance with quality standards and client expectations. I graduated from Ady Endre Gimnázium in 2016, where I completed a six-year education program. I have developed strong skills in operations management, project management, and business development, and I am motivated by delivering excellent customer service and achieving high-quality results.

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  Quality Assurance Specialist

  Transcosmos Europe

  Sep 2018 - Present - Debrecen, Hajdú-Bihar, Hungary

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  Ady Endre Gimnázium

  Six-Year Education