Quality Assurance Specialist

- Responsibility for quality of customer service in DACH region
- Control of product and process knowledge, telephone etiquette, active listening skills, etc.
- Providing feedback and recommendations on quality improvement to both agents (monthly coaching sessions) and Operations Managers
- Defining additional training needs
- Developing individual plans of improvement
- Defining service quality standards
- Preparation of training materials and their continuous improvement
- Providing product, system and process trainings to new joiners as well as to current staff
- Providing feedback on training sessions to management
- Further cooperation with Ops on training improvements (seeking for frequently asked questions, frequent errors, …)
- Identifying gaps in processes and suggesting their improvements
- Analyzing customer surveys
- Preparation of informative emails to customers

- Competitive salary
- Five weeks of vacation
- Three sick days
- Discounted mobile tariff
- Corporate events

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