QUALITY SPECIALIST WITH GERMAN AND ENGLISH IN TIMIȘOARA AT HELPLINE

JOB DESCRIPTION

Main missions:

• Assisting the Delivery Manager in implementing and controlling the compliance with the Helpline's Service Desk and proximity support.
• Organizing and carrying out the quality controls within the service.
• Identifying and recommending individual areas of improvement for all team members and sharing them with the Delivery Manager

  Activities:

• Organizing the Quality controls within the team, in agreement with the management (frequency, elements to be controlled, and priority collaborators) and in coordination with the production supervisory actions
• Performing double listening/interventions with all team members, using HELPLINE control grids and in compliance with HR rules.
• Analyzing the tickets created/processed by the team according to defined Quality criteria(HELPLINE tools)
• Preparing a document that will serve as debriefing, for each Collaborator, reporting the acquired elements and the axes of progress to be initiated.
• Participating in individual debriefing (facilited by the Delivery Manager and/or the Production Supervisor) with each Collaborator.
• Supporting, by individual monitoring, each employee in his progress actions and measuring them according to a deadline defined in the action plan.
• Presenting a summary of conclusions and actions in order to guarantee a coherent application of the Service Continuous Improvement Transversal processes and/or to identify a global drift that can be the subject of a DACS action.
• Preparing the report related to the Quality of Service level within the team.
• Presenting to the team members supported by the Delivery Manager, the monthly report of the Quality level within the service as well as the related action plan.

JOB REQUIREMENTS

You have experience in customer service, preferably in a coaching position. You demonstrate listening, logical and analytical  skills, pedagogy and ability to remain objective, rigor and discipline, force for bringing forward proposals. Mandatory German and English, fluency in other languages - French, Dutch -  is an advantage.