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Training and Quality Specialist with German or French
Lower Silesia
Wygasła: 19.08.2022
full-time
umowa o pracę
kontrakt B2B
home office work
specialist (Mid / Regular)
Obowiązki:
Conduct regular prescribed quality reviews for chats, phone calls and emails for all CC and CS specialist. Support existing customers and increase sales via the web by providing useful guidance via e-mail/ calls
Support the development and implementation of improved quality reporting measures (participate in the update of quality criteria)
Prepare and maintain quality monitoring documentation
Collaborate with product/ process experts to understand technical processes
Collaborate with related departments to improve processes and customer journey, development of documentation and guidelines (if necessary)
Create and update new and existing guidelines
Prepare monthly Voice of the Customer (VoTC) reports, and work on continuous improving of VoTC insights
Conduct interviews with customers in order to improve the quality of service (NPS, CSat, review based)
Support quality related customer complaint investigations, troubleshoot with team and manager to address the needs of our customers
Analyse the learning needs of actual team, develop and implement appropriate training
Maintain training schedule, review, revise and maintain training materials for new and existing team members
Update articles in the Knowledge Base or training docs to fulfil training objectives
Conduct training sessions on systems, processes and product for new and existing team members
Develop criteria for evaluating the effectiveness of training activities
Conduct post class follow-up and supervision for new team members
Support existing customers and increase sales via the web by providing useful guidance via e-mail/ calls
Thanks to the interaction with the sales office, the agent will support customers in solving their problems and educate them on application features and good practices
Interact and cooperate with other departments of the company to improve the product and to identify bugs and customers’ needs