CX minőségbiztosítási és fejlesztési specialista

Odmeňovanie

From 1 510 EUR/month Information about the position Job description, responsibilities and duties Your main responsibilities: Define and maintain CX standards and procedures.

Zodpovednosti

• Deliver skill trainings, refreshers, and workshops across all streams.
• Keep the Knowledge Base up to date. Create and edit articles according to recent updates in processes, procedures, and products.
• Conduct detailed analyses, including Root Cause Analysis, and provide actionable recommendations to enhance key quality and service indicators, including NPS, FCR, efficiency, and contact rate (CR).
• Manage quality control processes in CX customer service processes.
• Perform advisors' work shadowing to identify CX best practices and areas for improvement.

Požiadavky

This is the right job for you if:

• Have experience in customer service quality management and training delivery.
• Communicates fluently in English, both spoken and written (B2 level).
• Possess strong interpersonal skills and can formulate constructive feedback.
• Are comfortable handling difficult conversations with customers.
• Can explain complex matters clearly and simply, both verbally and in writing.
• Strongly believe that customer service and transaction quality are truly essential.
• Possess strong analytical skills and can propose improvements based on data.
• Are skilled in managing projects and processes.
• Have no secrets when it comes to MS Excel and PowerPoint.
• Are team-oriented and capable of engaging colleagues in achieving set goals.
• Can easily adapt to changing external conditions.

Čo ponúkame

• A wide package of non-wage benefits in a cafeteria system - you decide what you use (e.g., medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events and many other occasions that we celebrate.
• You will join a team you can rely on — we work with great specialists who have sharing knowledge and experience in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us, and your work will directly shape the experience of an e-commerce platform.