Due to the continuous development of the company, we are currently looking to fill the following position:

Quality Manager

Work location: Warszawa

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 between eBay & Sitel
Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating contacts.
Provides feedback to eBay 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 judgements and decisions
Ability to solve problems and offer suggestions
Ability to influence behaviour
Effective project management
Ability to adhere to all organizational policies and procedures
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)

We offer

Full time job offer, regular labor contract (UP)
Work in an international and multicultural environment
Attractive employment conditions
Opportunity for internal promotion
Trainings
Relocation bonus

About Sitel

Sitel collaborates with some of the best-known global brands to harness the industry’s transformation and help consistently deliver outstanding customer experiences. Sitel is one of the world’s leading outsourcing providers of customer experience management. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries.

For more information, visit www.sitel.com to learn more.

When applying please enclose the statement below: "Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w mojej aplikacji dla potrzeb niezbędnych do realizacji procesów rekrutacji (zgodniez Ustawą z dnia 29 sierpnia 1997 r. o ochronie danych osobowych tj. Dz. U. z 2002 r., Nr 101, poz. 926, ze zm.), prowadzonych przez Sitel Polska Sp. z o.o. z siedzibą w Warszawie, ul. Wołoska 7."

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