Capgemini Business Process Outsourcing is one of the first and the biggest outsourcing center in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. BPO employs over 2700 specialists in its offices located in Krakow and Katowice.
We are looking for candidates with experience in OTC area, collections process, who are ready to join a successful delivery team.
The Quality Assurance Specialist is expected to design, develop, facilitate, and evaluate training programs in connection with collections goals. Evaluate existing training programs, develops new programs, and prepares instructional materials. Coordinates projects assigned by management and ensures project completion by target deadlines. Conducts the full scope of activities required to deliver new employee orientation and on-going training for collection personnel.
Main accountabilities
- Review procedures and control points to assure accuracy within collections department. Implement appropriate changes defined by team.
- Supervision of collectors, which includes reviewing work and making sure team members are following all procedures accordingly.
- Effectively mentor and coach a team of collectors to achieve best in class service and performance.
- Offer recommendations on best business solution based on previous experience as collector
- Provide timely and accurate status reports to Project Manager
- Improve knowledge of collections systems, including SAP
- Effective call handler – experience in managing difficult clients
- On-going training classes include soft skills training (leadership, communication, stress management, etc.) process training,
- Ensures all class objectives are achieved and learning curve performance metrics are achieved according to pre-defined plan.
- Conducts evaluations and develops new programs to address individual, departmental, or company needs.
- Experience in OTC, Collections area is a must
- Very good English skills
- Proficiency in MS Office applications (e.g., MS Outlook, Word, Excel, and PowerPoint).
- Ability to enhance process and controls
- Very good Customer Service skills and client-focus attitude
- Strong interpersonal skills and proactive approach
- Ability to work both independently and in a team environment.
- Motivated to contribute and do what it takes to get things done.
- Ability to work under pressure
- Personal Maturity – Understand own strengths and weaknesses, has professional standards with regard to attendance, personal accountability, and integrity
- Organizational Skills – ability to meet deadlines, ability to achieve and maintain expected productivity levels
- Professional development in dynamic, growing business
- Competitive salary with attractive benefit package
- Free private medical care
- Flex benefits
- Additional life insurance
- Participation in prestigious international projects
- Excellent working atmosphere
