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Quality Assurance Specialist

Would you like to try something new in the field of customer service? Would you like to prepare trainings and participate in improving the whole customer service department?

  • Work type: full-time
  • Salary: by agreement
  • Region: Prague
  • Required language: English (C1)
  • Suitable for graduates: no
  • Reference num.: A5391
Jonáš Waloschek

Jonáš Waloschek

+420 774 089 583 jonas.waloschek@goodcall.eu

What is it all about?

  • Control of knowledge of scripts, product knowledge, telephone etiquette, call duration, active listening skills, correct ending of the call
  • Providing feedback and recommendations on quality improvement (weekly/monthly sessions) to Operations Supervisors
  • Participation in creating evaluation criteria (tests, check lists, etc)
  • Defining additional training needs
  • Developing, together with Trainer, individual plans of improvement
  • Defining of service quality standards
  • Preparation of training materials and their continuous improvement
  • Providing product, system and process training to the team
  • Providing feedback on training sessions to management
  • Further cooperation with ops on training improvements (seeking for frequently asked questions, frequent errors, …)
  • Generating regular reports
  • Identifying reasons for customer terminations
  • Managing customer survey
  • Preparation and providing information emails to customers

Who are you?

  • Polish at least C1 level PLUS English on communicative level
  • Knowledge of CS techniques and process steps, experience with calls
  • Mentoring skills: listening skills, ability to provide feedback
  • Good communicative skills
  • Training skills
  • Focus on client
  • Good IT skills
  • Stress resistance

Why is this position attractive?

  • Work within a reputable multinational company
  • Competitive financial evaluation
  • Variable salary component, depending on job performance
  • Company benefits (meal vouchers, additional week of vacation, sick days, corporate events, etc.)
  • Communication in a foreign language with native speakers in a team
  • Place of work Praha 8

Not your dream job?

Check out some more ideas on our Careers Page or download our app to see every job available HERE.

  • Work type: full-time
  • Salary: by agreement
  • Region: Prague
  • Required language: English (C1)
  • Suitable for graduates: no
  • Reference num.: A5391

Contact

Jonáš Waloschek

Jonáš Waloschek

+420 774 089 583 jonas.waloschek@goodcall.eu
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