To enable our growth, we are creating a new IT hub in Gdansk and we are looking for talented people to join. As a Scandinavian company, we value mutual trust, collaboration and initiative. Thus, you will have every opportunity to share your ideas, learn and try new things.
Help start a global covering Service Desk and become part of a brand-new team.
Because Arla Foods is building a completely new IT Service Desk, we will need a team with large variety and diversity. Currently we are looking for the best candidate for the position of Service Desk Quality Coordinator.
Responsibilities of our Quality Coordinator
- Implement and maintain quality system in Service Desk Environment
- Call listening to consistently monitor inbound and outbound call to consistently monitor inbound and outbound call quality
- Evaluate the performance of IT Supporters through the agreed quality and audit process, carrying out quality assessments across the Service Desk
- Monitor and track agents quality performance to ensure they understand where they sit within the performance matrix on both quality and numbers.
- In conjunction with the Team Leader / Lead Supporter hold regular monthly coaching sessions with agents.
- Create, maintain and deliver annual training and development plans (process and customer service) for all members of the Service Desk – conducting training needs analysis in conjunction with the Lead Supporters.
- Assist in delivery customer centric service in each customer and client intervention.
- Update and evolve working practices & process manuals to reflect current situation.
- Address and log all customer complaints received, and ensure remedial action/ process inaccuracies are action to avoid customer dissatisfaction and mediate between client, customer and agent.
Key Skills/Experience Needed To Become Our Quality Coordinator
- Proficiency in English language, Danish/Swedish/German will be taken as high advantage
- Experience in Quality Management or controls.
- Experience in coaching others.
- Excellent customer service skills, experience preferably gained within an Aftersales or Call Centre environment
- Have a friendly and professional personality
- Strong focus on customer service/customer care
- Confident communication skills to convey information clearly and concisely, when dealing with internal and external contacts and colleagues
- Excellent PC, literacy and telephone skills
- Demonstrate a flexible approach to changes in the working practices and procedures
- Focus on accuracy & attention to detail
- Excellent presentation, interpersonal, written and verbal communication skills
- Excellent listening skills
- Resolution implementation
- Good understanding of Microsoft Office and other IT dependant systems
What you can expect from us:
- Work in an international team & matrix structure
- Friendly atmosphere & comfortable work place (Neptun office in Gdańsk Wrzeszcz)
- Medical care & life insurance
- Additional benefits like gym card, vouchers, travel points or cinema tickets, etc.
- Trainings with experts & professional induction in a new position
- Chill out rooms with Xbox and the best coffee in the office :)
Your Gdansk possibility
Soon, Gdansk will become a primary IT hub. We are known for our agile processes, collaboration and how we develop our ways of working. Here, you join our IT help desk, which is available 24/7, to support Arla colleagues across countries and functions.
The strategy for our Gdansk hub, is to continue growth in organization, responsibility and tasks. Therefore, the possibilities for professional and personal development is only to increase in the future.
Interested in a new opportunity?
Arla is on a journey to create the future of dairy. Each of us has a role to play, with the freedom to think big. We are ambitious, but we prefer accountability over control. If you are up for a challenge, there is no shortage of opportunities to have an impact - and realise your ambitions.
If this sounds exciting please apply as soon as possible! We look forward to hearing from you and receiving your application.