About BYD

Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

BYD Europe BV located in Hoofddorp, Netherlands. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.

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Quality Specialist – Call Center

Location: Dombóvári út, Budapest
Employment: Full-time
Work arrangement: 5 days per week on-site

We are looking for an experienced Quality Specialist to join our Customer Service team. The main focus of the role will be reviewing customer service tickets and ensuring that agents follow the required quality and process standards.

Your main responsibilities

70% – Ticket Analysis & Quality

• Review and evaluate customer service tickets and interactions.

• Check the accuracy and quality of agents' responses.

• Identify recurring errors, process gaps and areas for improvement.

• Monitor quality KPIs and prepare regular reports.

• Provide feedback to agents and Team Leaders based on your findings.

• Take part in quality calibrations and internal audits.

• Support improvements to QA processes and quality standards.

30% – Training & Coaching

• Deliver training and refresher sessions for Customer Service Agents.

• Provide coaching based on quality results and identified gaps.

• Support the onboarding of new agents.

• Prepare and update training materials and quality guidelines.

• Work together with Team Leaders and Operations on agent development.

What we're looking for

• 3+ years of experience in a Quality Specialist, Quality Analyst or similar role in a Call Center / Customer Service environment.

• Hands-on experience with ticket analysis and quality monitoring.

• Experience with agent coaching and training.

• Strong analytical skills and attention to detail.

• Good knowledge of Excel and quality KPIs.

• Business-level English is required.

• Knowledge of an additional language is a plus.

• Confident communication skills and the ability to give constructive feedback.

• A structured and practical approach to problem solving.