Informacje o stanowisku

Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a Specialist Customer Care QA Agent. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Specialist Customer Care QA Agent should ensure quality service and operational performance within the parameters of program and delivery standards. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness. Utilizes custom and standard software programs as well as manual research efforts to review and analyze transactions and customer records and subsequent written and verbal feedback. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

The location of your office will be Wrocław. We can offer a hybrid work model (2 HO days).

Key Responsibilities

• Monitor and evaluate interactions (calls, tickets, chats, messages) of Customer Success team members.
• Review and analyze metrics and KPI's data obtained through the evaluations and dashboards.
• Provides effective feedback for corrective and preventive actions.
• Perform calibrations with team members and stakeholders to reinforce good practices.
• Utilizing company standard software and applications, document QA findings that are shared with customer success personnel and management for review.
• In charge of conducting the work and being responsible for departmental projects with no supervision
• Conduct customer-related investigations for Management, assessing individual, process performance, and organizational performance.

Skills Knowledge & Expertise

• High School Degree, Bachelor Degree is a plus.
• 4+ years of related Customer experience.
• Proficiency in English and Spanish or Italian or French as a must.
• Quick problem solving, attention to detail and decision-making skills.
• Strong communication capabilities, both written and verbal.
• Capacity to work cross-functionally.
• Ability to use cause-and-effect analytical thinking.
• Deep business products and service knowledge.
• Introductory project management skills.
• Yellow Belt Sig Sigma certification would be a plus.
• Basic Level Excel certification would be a plus.

Benefits

• Private healthcare Luxmed,
• Multisport card,
• Private insurance,
• Meal vouchers,
• Co-financing of company products,
• Employee Support Program.

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:

Wrocław - Oferty pracy w okolicznych lokalizacjach