Quality Specialist

Takeaway in Twente is looking for a Quality Specialist, In this role, you are responsible for quality assurance and monitoring of the Customer Service agents.

Lees hieronder de hele vacature
 

Functie omschrijving

  • Monitoring, listening and scoring in and outbound communication (all channels and back office tasks)
  • Monitor whether processes followed and solutions offered by the agents are in line with current processes.
  • Discuss deviant behaviour with individual agent and report to Supervisors, CS Manager and Training Manager.
  • Giving agents feedback guided by the results of the monitoring sessions
  • Providing a weekly and monthly quality report to the direct line manager, reflecting on special individual results and team performance
  • Advising on next steps for individual agents or the team Receive and communicate feedback from CS agents on the CS operation (processes, bottlenecks and improvement opportunities) to CS Managers and Process Manager.
  • Provides trend data and makes recommendations for changes to process, procedures, and training Performs all other duties regarding CS Quality assigned by management

Vacature details

Geplaatst op
2-10-2019
Vervaldatum
-
Aantal uur
32
Opleidingsniveau
HBO

Functievereisten

  • Education, preferably in Quality Assurance, Coaching, Training, People management, and/or Communication studies
  • 1-2 year of experience with internal quality assurance, call recording software and analytics
  • Experience with contact center operations and functions across multiple departments
  • Fluent and excellent written skills in English and local/team language
  • Exceptional coaching skills and interpersonal communication skills
  • A listener and being open to issues faced by customer service agents
  • Organization and time management skills
  • Ability to work and negotiate in a team environment
  • Ability to work independent of supervision
  • Positive attitude, good judgement, and strong work ethic
  • Flexible, team builder & people person

Aanbod

  • Working in a dynamic company with an international team
  • A competitive salary
  • Travel allowance
  • Fantastic team and company events (e.g. ski trip, Christmas party, summer event,...)

Bedrijfsprofiel Takeaway.com Central Core B.V.

Takeaway.com wants to make lives easier by providing the best food-ordering platform for all delivery needs – whether you are at home and craving your favorite pizza from an Italian restaurant or at work without the time to go out and grab a bite to eat. Online food ordering is a fast-paced and highly competitive environment, and our current success is proof that we have made the right decisions in the past – and, most importantly, that we bring the right people on board! Under Takeaway.com’s orange roof, we mix together 11 food-ordering websites, 6 offices and with 25 different nationalities facing common challenges and working towards common goals. Nonetheless, having our Takeaway.com house in order is not enough: we want to keep building to make it bigger, better, stronger and more beautiful! And this is where you come in: that extra ingredient that makes our multicultural meal the talk of taste buds around town. Are you ambitious, hands-on, team-oriented, and a lover of food and fun? Then our front door is wide open to welcome you. And we promise you this: you will not only help others enjoy food at home, you yourself will feel at home! If you are ready to join us under our Takeaway.com roof, please have a look at our current vacancies below to find the tastiest position for you!

Solliciteren

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Meer informatie

Brouwerijstraat 10
7523 XD ENSCHEDE
020 - 2107 001