Customer Service - Berlin, Deutschland - On AG
Beschreibung
At a Glance:
Our Europe happiness delivery team is growing, just like On, and with this comes the exciting opportunity to become a Happiness Deliverer Quality Assurance Lead.
The mission of the quality team is to build, transfer and develop excellent quality standards both for our in-house customer service team, and to our outsourcing partners.
You will deliver the WOW by acting as a role model and spreading the On spirit across all our teams.
Your Team:
Happiness is the only thing that multiplies when shared.
So, take the chance and deliver happiness all day, every day at On You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA.
If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together.
Your Mission:
- Develop a Quality Assurance strategy for EMEA (inhouse and BPO) in alignment with NA teams
- Analyse and evaluate communication between customers and our teams
- Set up and analyse QA reports to drive improvements with appropriate stakeholders
- Identify current trends and deliver input on how to effectively bring change to important quality KPIs
- Conduct regular feedback sessions with leads
- Challenge and enforce quality standards towards leads and team
- Create and "audit the auditor" process to drive alignment on QA evaluations
Your Story:
- Substantial experience in a customer facing lead role, ideally from a contact centre environment, including at least 2 years of experience in a Quality related role
- Experience in monitoring, summarising and reporting quality analysis for different purposes and stakeholders
- Strong sense of empathy and the ability to professional criticism without hesitation
- Talented speaker who has a natural ability to influence and inspire others
- Strong communication skills ability to create effective and clear presentations
- Customercentric mindset and able to transmit this value to our CS (HD) team
- You are innovative and push for new ideas to improve quality, and you strive in an ever changing environment
- Fluent in English (spoken and written)
- German is a big plus
What we offer:
We offer a dynamic, challenging and sportive environment that has been ranked as the 'fastest growing sports company' of its time.
This is where your work matters, you're hands-on and your team members are amongst the very best in their respective disciplines and fields.
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