Quality Specialist with Italian and English

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Angajator: EVERIENCE Romania
Domeniu:
  • Controlul calitatii
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • Timisoara
  • Job la nivel national
    Actualizat la: 26.02.2020
    Remote work: On-site
    Scurta descriere a companiei

    EVERIENCE Romania is present in Timisoara since 2013 and received in 2019 the 1st prize for High Tech companies on the local market.

    Our main activities:

    Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Salesforce, Cegid and for client-specific applications

    IT Service Desk (40%): Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365

    BPO (20%): Externalization of business processes, back-office activities within our specialization

    Join and grow with EVERIENCE!
    Choose a job that makes sense among our current opportunities.

    Cerinte

    Desired profile:

    Customer culture, understanding of client . Experience in customer service, preferably in a coaching position.
    Driven and creative in applying methods to improve results.
    Listening skills, pedagogical skills, ability to remain objective, logical and analytical thinking, methodical, rigor, persuasion skills.
    Excellent Italian and English, fluency in other languages - French, German, is a plus.

    Responsabilitati

    Mission:

    Assists the Delivery Manager in the implementation and monitoring of compliance with HELPLINE Service Desk Core Principles.
    Ensures compliance with the instructions within the allocated teams (correct escalations, templates use for creating tickets etc).
    Organizes and performs Quality controls within the service. Debriefs agents of the allocated teams.
    Identifies and proposes individual areas of improvement for the agents and shares them with the Delivery Manager.
    Takes part in the design of communication workshops as a measure of improvement

    Delivers and adapts communication workshops as a measure of improvement
    Ensures that the HELPLINE quality program is applied within the teams
    Provides reinforcement on the projects in case of peak of activity
    Activities:

    Organizes Quality controls on the team to which he/she is assigned in accordance with his/her management (frequency, elements to be checked, priority) and in coordination with the project management (PS, DM).
    Performs Shadow listening / interventions with all team members using the HELPLINE control tools, in compliance with the HR rules.
    Analysis of tickets created / processed by the team according to defined Quality criteria (HELPLINE tools).
    Prepare debriefings for each evaluated agent containing the mastered elements and the elements to be improved.
    Shares with the Delivery Manager and Production Supervisor (s) the results of quality controls and proposes improvement actions for each member of the team.
    Ensures follow-up of progress actions and measure it according to milestones defined in the action plan.
    Prepares and shares with the project team management monthly reporting on the level of Quality of service.

    Alte informatii

    What we offer:

    Permanent contract

    Central building offices with excellent view on the city, top facilities and equipment

    Competitive salary

    Meal tickets and gift vouchers

    Training opportunities

    Regina Maria medical package

    Copayment 7Card

    Extra vacation days

    Massage at the office day

    Fruits on the house

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