Service Quality Specialist

2 tygodni temu


Warszawa, Mazovia, Polska Diebold Nixdorf Pełny etat

Service Quality Specialist

Your responsibilities

  • Ensures quality and consistency of customer service levels through continual review, feedback and service provider coaching, training and development. Listens in on calls, recordings and / or other customer interactions to evaluate service provider skills in dealing with customers. Verifies / ensures the accuracy and effectiveness of information or advice provided to customers. May act as 'floorwalker' to give immediate assistance to customer service associates regarding customer inquiries.
  • Provides Service Quality analysis for a specific business function or location.
  • Participates in customer service review sessions for various channels (voice, screen capture, email and chat).
  • Analyzes data and generates metrics on quality trends impacting customer satisfaction.
  • Performs random / regular quality assessments on agent interactions through call recording, live call listening and review of emails / chats, etc.
  • Provides feedback internally, to DN agents and operations stakeholders on policy adherence, deviations and issues.
  • Coordinates with and provides feedback to external quality vendors / suppliers as required.
  • Identifies customer service issues and develops resolution recommendations.
  • Provides actionable data to stakeholder groups, such as training or process improvement.
  • Assists Service Quality leadership in designing and implementing forms.
  • Builds working relationships with functional stakeholders internally and externally.

Our requirements

  • Diploma or equivalent work experience required.
  • Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Quality.
  • Good business English skills (Written and spoken).

What we offer

  • Full-time employment contract
  • Training program from the first day of work
  • Access to the latest technologies
  • Development opportunities (career paths, internal recruitment, training, participation in additional projects)
  • An atmosphere of support and cooperation in our teams
  • Life insurance
  • Private medical care
  • Multisport card 26 days of leave regardless of length of service
  • Access to the training platform - approx. 8,000 training courses (including certified training)
  • Employee referral program.

Aplikuj



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