Quality & Customer Experience Specialist with German

Employer: Valoris Center
Domain:
  • Quality Control
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 14.12.2018
    Short company description

    Activam de mai bine de 10 ani in domeniul serviciilor de Business Process Outsourcing, avand 2 sedii in Bucuresti si Valcea.
    Gestionam proiecte in 7 limbi de circulatie internationala pentru companii de top ce activeaza in diferite industrii (pharma, retail, telecomunicatii, banking, IT, auto, etc.)

    Requirements

    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

    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