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Sitel Group is comprised of industry-leading firms providing business process outsourcing, digital marketing, training and talent management, technology and innovation, consulting and analytics solutions.
We are looking candidates for the position of
Quality Manager
Location: Warszawa - Mokotów
Summary of Primary Job Responsibilities:
- Responsible for the customer satisfaction metrics for the relevant Business Unit
- Creates & executes action plans & improvement plans.
- Leads initiatives that provide value add to customers or clients
- Drives the continuous exchange of knowledge
- Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating contacts.
- Provides feedback on quality of service, improvements, content suggestions
- Responsible for quality analysis on team and individual level
- Person of contact for quality issues for international clients and internal management
- Coordinates & participates in calibrating sessions to ensure that all evaluators are scoring and interpreting of contacts is at the same level.
Requirements:
- Very good German and English, both spoken and written
- Strong verbal and written communication skills
- Good organization / time management skills
- Ability to work with a variety of people from diverse backgrounds
- Ability to make fair and consistent judgments and decisions
- Ability to solve problems and offer suggestions
- Effective project management and quality team management
- Analytical skills
Functional Competencies:
- Experience of relevant training and coaching techniques
- Good listening skills
- Logical and objective approach to contacts assessment
- Ability to provide feedback in a positive and supportive manner
- Able to effectively use Microsoft applications (ie: Word, Excel, Powerpoint, Project, Outlook etc.)
Poznaj
Foundever
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.