Quality specialist with Polish

Angajator: Global Customer Care Services
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 19.10.2021
    Scurta descriere a companiei

    Suntem o companie dinamică și preocupată de a excela în domeniul nostru. Asigurăm servicii de suport tehnic pentru utilizatorii de produse electronice, de comunicatii și electrocasnice. Ne caracterizează entuziasmul, dorința de a oferi servicii ireproșabile și de a avea clienți 100% mulțumiți. Suntem orientați spre oameni și ne dorim să alcătuim o echipă unită și performantă. Suntem parte dintr-o companie care activeaza la nivel global si ne bucuram sa avem ca si colegi oameni interesanti care provin dintr-o multitudine de culturi.

    Cerinte

    As a Quality Specialist, you will be responsible to drive customer satisfaction in service delivery and support operations , engage in process consulting, operational excellence, process assurance, add business value to customers through continuous improvements & analytics, and building people capability in our center.

    The quality Specialist ensures that team members are trained for success and applies best practices in customer care service for an excellent support experience towards the end customers. The position is also responsible for curriculum design and teaching for new training as well as ongoing recurrent training for existing employees.

    Responsabilitati

    Your main responsibilities would be:

    Achieve operational and business metrics defined for the Quality Function
    Work closely with customer/operational team in assessment and understanding of client processes and to identify improvement areas
    Based on requirement, provide necessary trainings and drive effective change management in the process
    Implement Continuos improvement projects.
    Conduct Quality related trainings.
    Monitor and drive improvements in training coverage and participation from operational teams
    Motivate and promote employee engagement towards continuous improvements and internal quality culture
    Stabilize Quality monitoring processes ( sample size selection, control checklists, feedback mechanisms and TNI) drive quality assurance rigor in the process to drive defect reduction
    Measure monthly agent performance and identify any areas of weakness, recommending and implementing improvements
    lead calibration sessions with management team to ensure consistency with monitoring standards
    Support Operations in achieving SLA’s. Work closely with Operations in ensuring improvement actions are being put in place, monitored to drive improvement results
    All Quality related improvements/activities that would either result or achieve in client and end-customer satisfaction
    Identify and replicate industry best practices and continuously upscale the processes followed
    Work closely with peer groups and communicate effectively to drive standard practices on accounts with global presence.

    ​To perform this job successfully the following skills are required:
    Graduate or Post Graduate in Economics or Technical Field
    Advance level of French and English level
    Minimum 60 months of previous work experience in Quality Function (experience in SSC or BPO is preferred)
    Previous work experience in Implementation of Six Sigma projects and Quality processes is mandatory.
    Experience in managing multiple locations and institutionalizing quality management and practices in the locations dealing with multiple internal customers