Quality Analyst BPO German Advanced

Employer: Ascensos
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 24.06.2021
    Short company description

    Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels.

    Requirements

    We’re looking for client-oriented candidates who are native or near-native GERMAN speakers (C1 or C2 level) to join our Quality Team for our newest project!

    You’ll be working on an unparalleled opportunity within thе project for one of thе coolest world-established fashion company!
    Work hard, have fun, no drama😊!

    If you have a passion for fashion, are great with people and want to gain experience with a great brand this could be thе role for you.

    Your colleagues are part of a great dynamic team with remarkable client service skills, by providing customers with exceptional product knowledge, efficient service and a friendly attitude.

    You will be part of the Quality Team for a renowned group that sells its own brand fashion clothing to a young audience (16-30 years old) in over 100 countries, with over 10 million followers on social and fans all over thе world.
    We’re delighted to drive innovation on site day after day, so it’s a plus if you’re inventive and creative, we say yes to fresh new ideas to boost productivity, so reach out and help us shape thе future.

    And no need to worry if you don’t have lots of experience, we have thе best training program ready for you. :)

    Who we are - Shape, inspire. Leave your mark.

    #theAteam are a talented bunch of customer engagement experts, united by our hard-working, fun-loving culture and passion for quality.

    It’s thе unique contributions of all our colleagues across Europe, that drives our success. And we’re dedicated to building a culture where everyone can thrive and find meaning in their work.

    There‘s a huge focus on career development and recognition at Ascensos. We‘re proud of our team and are always looking for new colleagues with a similar talent and enthusiasm to deliver really great customer service. If that sounds like you and you are interested in joining us, reach out and you could be one of thе elites that make #theAteam thе best!

    This job is for you if you have:

    Bachelors Degree
    Language Level: German – advanced, English- advanced
    Experience in the customer service on a similar position
    Proven track record of analytical skills;
    Great people skills and ability to communicate (also negative) feedback;
    Good organizational skills, knowledgeable in goal-setting practices;
    Examples of data visualization abilities and understanding of quality metrics;
    Problem-solving capabilities to create meaningful strategies to improve quality.
    Proactive attitude and finding opportunities for improvement

    Responsibilities

    Maintain and develop internal support and call centre quality standards;
    Assess interactions based on internal and client standards;
    Accompany evaluations with meaningful and constructive feedback;
    Discuss and explain feedback with agents on a weekly basis
    Analyse all customer service metrics and how the support team’s performance affects the quality KPIs;
    Create strategies to improve and support Quality;
    Help agents improve their performance with specific instructions and constant support;
    Identify trends and perform root cause analysis on the opportunities identified
    Participate in internal and client calibration sessions to maintain consistency in internal evaluations;
    Contribute to the team culture in a positive manner.