Are you looking for a management position in a dynamic environment that allows you to enhance your skills and gain valuable experience in the customer experience (CX) industry? We are a global leader with over 170,000 amazing associates worldwide, and we’re now looking for you to join our team!
Customer Service Quality Analyst with GermanLocation: Gdańsk
- Comfortable working conditions from our modern office in Gdańsk in hybrid mode.
- Career advancement: Regular training, mentoring, and promotion opportunities – 92% of our managers started as consultants!
- Great atmosphere: Friendly team, corporate events, and team-building activities. Feel like part of our community.
Primary Job Responsibilities- Performance Monitoring: Monitor CSR performance daily through call evaluations to ensure adherence to service quality standards.
- Constructive Feedback: Provide appropriate feedback to CSRs on service quality, focusing on adherence to procedures and scripts to improve caller interactions.
- Collaboration: Attend meetings with supervisors and project leaders to discuss monitoring outputs and collaborate on improvement initiatives.
- Reporting: Prepare and provide relevant information for monthly quality reports, assisting in identifying areas for improvement.
- Training Collaboration: Give feedback to the training department to ensure new agents are trained on quality issues identified during monitoring.
- Compliance: Understand and ensure adherence to all company and client security policies, providing necessary training to team members.
What We Expect from You:- Language: Fluent in German (C1/Native) and good knowledge of English (B2-C1).
- Experience: Minimum 12 months of call center experience, preferably as a Product Specialist or Mentor with successful coaching and management of others.
- Skills: Strong verbal and written communication skills, organizational abilities, and effective project management.
- Personality: Motivated, enthusiastic, and eager to contribute.
Additional Assets:- Problem-Solving Skills: Ability to influence behavior and provide constructive feedback for performance improvement.
- Independence: Capability to work with minimal supervision while multitasking effectively.
Detail-Oriented: Keen eye for detail in assessing call quality and ensuring compliance with policies.
- Performance Bonuses: Up to 10% of your salary based on KPI achievements.
- Benefit Package: Co-funding for glasses and vacations, employee referral programs, and vouchers for various occasions.
- Private Health Insurance with Medicover for employees.
- Multisport Card and internal Everbetter program promoting a healthy lifestyle.
- Career Development: Opportunities for training and collaboration across international locations.
- Mental Health Support: Access to professional psychological assistance, stress management workshops, and educational materials to support your well-being.
Don’t wait! We are looking forward to your application!