Quality & Training Analyst (M/F) - German
SALT Services, SA
Lisboa, Portugal
há 13 dias
source : EMPREGO.pt
  • Quality & Training Analyst German Lisbon We provide the Best Customer Service to Salt customers and stand for Great Customer Experience.
  • We value human interactions. Personal and refreshing. We care. No fuss, we stick to what matters. Salt is the most disruptive challenger in the Swiss telco market proposing attractive mobile services on 4G+ network and the most innovative Fiber / TV offer in partnership with Apple.

    We look for talents who are willing to strive to impact positively the moments with our customers at all touch-points (calls, emails and 2nd level tasks).

    Ready to join our passionate team and make the extra-mile to deliver service excellence? Your Mission As a Trainer you will be responsible for the overall process of training, end-

  • to-end, alongside with the help of the Team Leaders and Managing team which includes following up on Customer Service Representative’s performance on the job;
  • evaluate the quality of the service based on SALT’s standards. As a Quality Analyst you will be responsible for the overall quality performance, encouraging simplified and streamlined issue handling within Customer Service operations teams, and proactively suggest improvements that will impact positively the Customer Service experience.

  • Your tasks Main Responsibilities as Trainer : Support the development and customer operations training function; Plan, prioritize & schedule all training requirements;
  • Create new and develop existing training material; Ensure training standards of excellence; Assist Supervisors and Managers with the transition of new recruits into the floor.

  • Effectively communicate new or changed processes through coaching and feedback; Main Responsibilities as Quality Analyst : Gain and ensure excellent knowledge of system & processes;
  • Provide effective, accurate and constructive feedback to agents and create action plans to ensure continuous improvement while driving for positive employee satisfaction;
  • Ensure absolute consistency in measurement across the business and strive for objectivity and efficiency; Promoting actions to optimize the achievement of Key Performance Indicators.

  • Analyse processes and suggest improvements in quality criteria; Evaluate and on-board improvement suggestions from other areas;
  • Proactively work with process mentors from both internal and external departments; Work closely with Team Leaders and Operations Managers within each language group to identify knowledge gaps and create action plans in order to achieve all goals;
  • What you bring Work experience as trainer and quality analyst in customer service sector, preferably on a Telco project;
  • Experience working within a customer focused environment; Excellent verbal and written communication skills in German and English;
  • Fluency in Excel reporting; Ability to impart positive and negative feedback in one to one & group forums; Strong analytical skills;
  • Interest in telecommunication products, digital and technology Flexible working hours (Monday to Friday) from 08 : 00 to 19 : 00 Personal strengths : reliability, punctuality and commitment What we offer you A work place in the heart of Lisbon A cozy environment Attractive remuneration conditions Free Coffee Have you always dreamed of working in such a refreshingly unique and diverse environment?

    Then we really want to get to know you. Please apply online with us. -

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