Quality Assurance Specialist

Main responsibilities:
• Control of knowledge of scripts, product knowledge, telephone etiquette, call duration, active listening skills, correct ending of the call, etc.
• Providing feedback and recommendations on quality improvement (weekly/monthly sessions) to Operations Supervisors
• Participation in creating evaluation criteria (tests, check lists, etc)
• Defining additional training needs
• Developing, together with Trainer, individual plans of improvement
• Defining of service quality standards
• Preparation of training materials and their continuous improvement
• Providing product, system and process training to the team
• Providing feedback on training sessions to management
• Further cooperation with ops on training improvements (seeking for frequently asked questions, frequent errors, …)
• Generating regular reports
• Identifying reasons for customer terminations
• Managing customer survey
• Preparation and providing information emails to customers

We expect:
• Combination of at least two languages: Dutch/French/Polish/Hungarian at least C1 level PLUS English on communicative level
• Knowledge of CS techniques and process steps, experience with calls
• Mentoring skills: listening skills, ability to provide feedback
• Good communicative skills
• Training skills
• Focus on client
• Good IT skills
• Stress resistence

We offer:

• Work within a reputable multinational company
• Competitive financial evaluation
• Variable salary component, depending on job performance
• Company benefits (meal vouchers, additional week of vacation, sick days, corporate events, etc.)
• Communication in a foreign language with native speakers in a team
• Place of work Praha 8

If you are interested in this offer, please send us your structured CV to e-mail address [email protected].
We will contact you as soon as possible. Please write the name of the position in the e-mail subject.
Candidates who are not suitable for the position will not be contacted by the company PŘEDVÝBĚR.CZ

Jiné neuvedené oblasti

For our client, company which is the biggest provider of fuel cards and monitoring service of company cars, we are looking for suitable candidates on the position Quality Assurance Specialist.