Darbo skelbimas

Quality Specialist (German speaking)
Pozicija
Specialist
Vieta
Vilnius
Galioja iki
2019-05-08
Išsaugoti Išsaugota
Reikalingos kalbos
EN
DE
Darbuotojų LT
2000
Darbo skelbimai
22
Įkurta Lietuvoje
2010

How about an opportunity to be shape shaper and one of team members, responsible for ensuring excellent quality service is delivered to our customers through accurate call analysis and reporting of performance against quality measures specific to fraud claims? 

We’re seeking a Quality Specialist based in our Vilnius, Lithuania office. The position holder will need to be committed to performance improvement and to providing recommendations for exceeding customer expectations of all contacts within the Contact Center environment. This will involve a high level of communication and liaison with all areas of the business to assist in implementation of solutions in line with key business objectives and drivers. You will possess a detailed understanding and appreciation of the importance that the efficient delivery of customer inquiries has on the overall customer service experience. 

Sound interesting? Here are some specifics:

  • Monitor quality of interactions of Contact Center team members with customers and evaluate interactions against standards and provide feedback to the Training Team with recommendations
  • Ensure interactions meet company policies / procedures in all the Contact Center sites 
  • Provide regular unbiased and constructive feedback sessions to staff on their customer interactions and if improvement is required ensure a proper plan is put in place with their Team Leader to ensure quality level is raised
  • Integrate Quality Monitoring Process Improvement programs to ensure overall performance improvement
  • Run calibration sessions with other teams to ensure cross-departmental feedback on quality monitoring
  • Support the Process and Team Supervisor in liaising with other Contact Center teams to ensure standard measurements for quality across the organisation are in line with industry standards
  • Offer feedback on measurements and interactions across teams and work together to improve the process across the organisation
  • Provide superior service and build strong relationships with internal clients
  • Assist the Team Leader with decisions through providing reports on quality of service as well as project updates and areas of process improvement

What you will need to succeed:

  • Bachelor’s degree and similar work experience
  • Spoken and written fluency in German (English required)
  • Good communication, presentation and time management skills
  • Strong customer focus with a solid focus on delivery and ability to collaborate with different stakeholders
  • Strong interpersonal, analytical, problem-solving, prioritization, decision making skills

What will make you stand out:

  • Working experience with process improvement and implementation
  • Experience in global, multicultural environment, especially in call centers
  • Knowledge in LEAN, Six Sigma, Agile and certificate will be an advantage

What’s in it for you?

  • Ongoing learning and career development opportunities.
  • Ability to be involved in process improvements, initiatives and project work.
  • You will be part of a fast-growing business, working in an interesting multicultural environment with opportunity to collaborate across borders. 
  • An attractive base salary is on offer depending on skills and experience, along with a comprehensive benefits package.
  • As a member of our team you will be also be involved in our global employee recognition program.

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