Quality Assurance Advisor - Italian
Colt Technology Services
Lisbon
há 3 dias

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Interested in using your above average communication skills to help Colt improve its customer service even further? We are looking for a Quality Assurance Advisor to ensure that the customer facing team representatives are interacting with the customers in such a way that fulfils the business's best interests as per the defined Communication Standards.

The successful candidate will primarily be responsible for assessing the quality of our communications to the customers and to ensure that the agreed communication standards are met in all customer interactions.

The Quality Assurance Advisor will monitor inbound and outbound calls and email responses to assess conformance to the agreed attributes.

Key Accountabilities

  • Monitor inbound and outbound calls, as well as email responses to determine Colt standards for customer service excellence are being met
  • Identify process gaps / errors and their root cause and taking corrective actions for improvement
  • Completion of quality check on assigned sample within timelines
  • Effectively communicating the areas of improvement and driving the improvements in the team
  • Timely coaching and feedback sharing
  • Meeting NPS target and understanding the reasons for detractors and implementing corrective actions coming from customer feedback
  • Key Requirements

  • 2-3 years of experience in customer facing role (not necessarily customer service)
  • Fluency in Italian, as well as good English skills
  • Excellent verbal, written and interpersonal communication skills
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Strong time management skills
  • Excellent writing proficiency and feedback sharing skills
  • Ability to multitask and successfully operate in a fast paced, team environment
  • successfully set and adjust priorities as needed
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