Service Quality Specialist

Your responsibilities

• Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.
• Provides Service Quality analysis for a specific business function or location.
• Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
• Analyzes data and generates metrics on quality trends impacting customer satisfaction.
• Performs random / regular quality assessments on agent interactions through call recording, live call listening and review of emails / chats, etc.
• Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues.
• Coordinates with and provides feedback to external quality vendors / suppliers as required.
• Identifies customer service issues and develops resolution recommendations.
• Provides actionable data to stakeholder groups, such as training or process improvement.
• Assists Service Quality leadership in designing and implementing forms.
• Builds working relationships with functional stakeholders internally and externally.

Our requirements

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality.
• Good business English skills (Written and spoken).

What we offer

• Full-time employment contract
• Training program from the first day of work
• Access to the latest technologies
• Development opportunities (career paths, internal recruitment, training, participation in additional projects)
• An atmosphere of support and cooperation in our teams
• Life insurance
• Private medical care
• Multisport card 26 days of leave regardless of length of service
• Access to the training platform - approx. 8,000 training courses (including certified training)
• Employee referral program.