Quality & Customer Experience Specialist with German

La Valoris Center apreciem performanța, proactivitatea, abilitățile de leadership, dorinta de progres si mai presus de toate pretuim oamenii.

Angajatii nostri reprezintă cel mai bun atu al companiei.

Requirements:

• Excellent verbal and written communication skills, quick learner, dynamic, energetic and customer-oriented.
• Customer oriented attitude and understanding
• Fluent in both written and spoken German and English
• 3 years of experience in the technical support field
• Experience with multi operating systems / environments (Windows and Linux)
• Networking knowledge (SWITCHING, ROUTING, DHCP, NAT, VPN) – CCNA Preferred
• Experience with virtual environments (Vmware, Hyper-V or Xen Server)
• Good OS and Networking Knowledge (Windows, Servers) – configuration and troubleshooting
• Minimum 1 year of experience in a similar Quality Control position is a plus
• Results-oriented and good analytical skills
• Efficient time management and team player
• Good analytical skills / problem solver
• Ability to meet deadlines and work under pressure
• Attention to details
• Organized person
• Enthusiastic team player

Responsibilities:

• Perform weekly quality review analysis and information gathering from all the support interaction channels and present it to the upper management (phone, chat, remote session, on-site, fly-to-site, email, social media, forums, communities).
• Review from a quality perspective the deliverables (phone calls, emails, chats sessions, onsite visits) of the Support team members
• Lead individual discussions with each team member to offer feedback on his/her performance from the quality point of view
• Propose quality improvement plans (at individual and team level) to team managers, discuss and agree implementation, and implement the actions effectively
• Propose and implement improvements in quality review process, in order to increase Customer Satisfaction Index and Customer Experience overall
• Propose and follow-up on different product and process improvements
• Perform quarterly quality review analysis of all team members and suggest permanent improvements
• Timely and accurate reporting on status for assigned tasks
• Present multichannel aggregated quality reports
• Meet the SLA requirements and the internal procedural workflow.
• Build and maintain a consolidated relationship with customers on delicate feedback.
• Presents different workshops and trainings in order to increase awareness of Quality and Customer Experience to other departments