Quality Business Development Analyst with French

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Employer: Ford Business Solutions Romania
Domain:
  • Accounting - Finance
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.06.2024
    Remote work: Hybrid
    Short company description

    We don't just make history we make the future. Ford put the world on wheels over a century ago, and our teams are re-inventing icons and creating groundbreaking connected and electric vehicles for the next century. We believe in serving our customers, our communities, and the world. If you do, too, come move the world and make the future with us.

    Requirements

    - Fluency in spoken and written French language - Candidate should be able to hold seamless conversations in French over phone and chat with dealers, customers, third party collection agencies and other external parties.
    - Working knowledge of English language - Candidate should be able to understand conversations in English as part of training modules and read emails/documents written in English. Basic fluency in language will suffice.
    - Previous experience of 1-3 years in role of a Technical / IT help desk agent or 1-3 years in the role of a project coordinator with banking or non-banking financial firms is preferred.

    Responsibilities

    • Help Desk: Act as first point of support for the following:
    - Solution of incidents in the dealerships or internally with operations team
    - Make Request to IT for those cases that cannot be solved directly.
    - Prepare manuals with notions of operation of the system.
    - Support the training given to dealers by the commercial delegates.
    - Check that the updated data in system is displayed correctly.
    - Support user access reviews for internal application

    • Analysis of computer applications
    - Preparation and control of: a. RSS b. Specs c. Deficiencies d. RTS
    - Coordination with intake committee or similar groups monitoring initiatives or projects.
    - Single interlocutors with the different technical PDOs such as:
    - management system;
    - Technical Services;
    - Development Teams;
    - Testing in ERM, in local initiatives, and give the support required by the central testing team.
    - Deficiency Testing
    - Development and execution of queries, in the department

    • Coordination of European and local projects:
    - Develop with the departments the operational implementation of projects in France.
    - Participate in follow-up meetings.
    - Follow the evolution of projects to present the Risks / Issues / Advances to Management.

    • Operations Quality Coordinator:
    - Coordinate internally on the satisfaction surveys of our end customers, in compliance with local and central procedures.
    - Analysing the results of our various Quality surveys (metrics / reporting).
    - Identifying areas for optimizing internal processes.
    - Driving Quality within the various Ford Credit departments in France.

    • Management of the Quality Action Plan:
    - Weekly update and monitoring of Quality indicators and action plan.
    - Reporting and presentation to Ford Credit France management for validation / approval.
    - Reporting and presentation at Central.

    • Duplicate European best practices:
    - Participate in European Quality Meetings.
    - Develop recommendations in line with local specificities to present to management.
    - Ensure the implementation of these good practices in France.

    • Coordination and Compliance in Operations
    - Ensure the coordination of Compliance with all departments of operations.
    - Coordinate the update of the desk procedures.
    - Guarantee at the level of Operations the application of European / local procedures and the relay of the latter to the teams in case of updates.
    - Provide support to teams in case of failures (help in the development of action plans, training, help in drafting ICO and others).
    - Participate in follow-up meetings.
    - Follow the evolution of Compliance at the Operations level.
    - Report / follow / present to Management the points of attention / vigilance.

    Other info

    Our benefits:

    - Hybrid working model supporting work-life balance
    - Increased vacation plan
    - Christmas, Easter, Vacation and March bonus
    - Bonuses for special family events
    - Transportation allowance
    - Car purchasing special programs
    - Meal tickets
    - Team events
    - Bookster
    - Fresh fruits in the office
    - Discount to gym activities and restaurants
    - Mental health care program
    - Volunteering programs
    - Friendly working space close to metro station

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