Service Quality Specialist
Service Quality Specialist
Your responsibilities
- Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.
- Provides Service Quality analysis for a specific business function or location.
- Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
- Analyzes data and generates metrics on quality trends impacting customer satisfaction.
- Performs random / regular quality assessments on agent interactions through call recording, live call listening and review of emails / chats, etc.
- Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues.
- Coordinates with and provides feedback to external quality vendors / suppliers as required.
- Identifies customer service issues and develops resolution recommendations.
- Provides actionable data to stakeholder groups, such as training or process improvement.
- Assists Service Quality leadership in designing and implementing forms.
- Builds working relationships with functional stakeholders internally and externally.
Our requirements
- Diploma or equivalent work experience required.
- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality.
- Good business English skills (Written and spoken).
What we offer
- Full-time employment contract
- Training program from the first day of work
- Access to the latest technologies
- Development opportunities (career paths, internal recruitment, training, participation in additional projects)
- An atmosphere of support and cooperation in our teams
- Life insurance
- Private medical care
- Multisport card 26 days of leave regardless of length of service
- Access to the training platform - approx. 8, 000 training courses (including certified training)
- Employee referral program.
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