Job Summary
- Technical Skill:
- Root Cause Analysis ,
- Atmosphere
Job description
Overview of job
General responsibilities
• Defines the standards, methods, and procedures for evaluating the accuracy, and reliability of procedures which can include standard procedures (ISO certifications), quality audits/review and methods
• Assists the business leaders in gathering and analyzing data on business performance
• Identify gaps in delivery of quality metrics, identifying opportunities for improvement and implementing these plans within the team
• Support of quality system data analysis and metrics for KPIs and other reportable forums
• Responsible for identifying and resolving potential work quality issues to resolve customer satisfaction issues
• Ensures adherence to quality assurance guidelines to ensure 100% customer/client satisfaction
• Responsible for monitoring and reporting to the management team any performance issues
• Review recorded and active calls of team members to identify areas in need of improvement and provide coaching to improve quality
• Review team communications with customers to identify areas in need of improvement and provide coaching to improve quality
• Review client feedback to identify areas in need of improvement and provide coaching to improve quality
• Identify and document best of breed practices to ensure uniform delivery of service excellence across teams
• ISO Certification experience preferred
Job Requirement
Competencies
• Strong relationship management– A collaborative nature and act as an advisor to support business continuous improvement
• Clear communicator– Clear, concise and persuasive communication style adapted for multiple audiences, plus demonstrate effective writing, presentation skills and proactive listening skills
• Effective business management – An ability to undertake root cause analysis. You will be a logical thinker and use relevant data to find trends, problem characteristics and solve
In return, we offer you
• An excellent remuneration package
• Prestigious offices in central locations around the world
• Friendly working atmosphere
• Continuous professional development and certification programs
• A commitment to offering you career development opportunities to meet your full potential
Languages
-
English
Speaking: Intermediate - Reading: Intermediate - Writing: Intermediate
Technical Skill
- Root Cause Analysis
- Atmosphere
COMPETENCES
- Analytic Skills
- Persuasion Skills
- Communication Skills
- Dynamic
- Friendly
- Presentation Skills
- Proactive
- Logical Thinking
BUSINESS PROFILE
Tek Experts, building global websites, we provide support that allows companies to dream.
Do you want to be part of a great team and be responsible for building global websites that change the way we do business?
Do you want to be a key part of a team that redesigns, re-launches and re-invents our business?
We are an international company that has office in 6 countries and supports customers in more than 20 languages. We employ more than 2,000 people worldwide and are looking to recruit one more key member on staff: you.