Customer Service - Berlin, Deutschland - ON RUNNING
Beschreibung
Land
:
Deutschland
Bundesland
:
Berlin
Stadt
:
BERLIN
Berufsfelder
:
Handel
Vertragsform
:
Festanstellung
Arbeitszeit
:
Vollzeit
Stellenbeschreibung:
In short
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.
We are looking for an enthusiastic QA person to lead our Quality Team.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 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
- 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
- Fluency in English (spoken and written)
- German is a big plus
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