QE Shift Lead

2 tygodni temu

Kraków, Lesser Poland Talixo Pełny etat

The part you will play:

The Quality Escalation Shift Lead will manage a team of agents responsible for processing complaints coming from our customers, bookers and drivers. The role will require people management, process excellence and work organization. Working closely with other departments and teams (Sales, Fleet, QE, BIS, Dispatch) you will play a key role in ensuring a high quality of our services and continuous talixo product enhancements.

Responsibilities:

  • Shift planning (monitoring and structuring the workload, assigning roles, leaves management);
  • Act as backup for the Team Leader in their absence.
  • Assist the Team Leader with quality measurements.
  • Motivating the team, recognizing the best performers and providing support and guidance for low performers;
  • Maintaining a close cooperation with other talixo's teams;
  • Supporting the recruitment and onboarding of new team members;
  • Manage the daily to-do list for the entire team;
  • Ensure daily goals are achieved.

Requirements:

  • Advanced knowledge of talixo's QE processes and strong communication and organizational skills;
  • Willingness to grow in people management's direction;
  • Team coordinator/shift lead/team lead experience will be considered a strong plus;
  • Performing under the stress of frequent interruptions;
  • Strong organizational and interpersonal skills;
  • Positive attitude, professionalism, and sound judgement.
  • Working as part of a team; collaborating with colleagues;
  • Fluency in English.

What we offer:

  • Private Health insurance.
  • Hybrid work arrangements.
  • Access to Multisport and Multikafeteria benefits.
  • Convenient office situated in the heart of Krakow.
  • Talixo ride vouchers codes.

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