Job mission :
The role of the Quality Management Specialist is to ensure that we provide the best experience to our customers and to continuously improve world-class quality processes, metrics, tools, and solutions for local operations.
Responsibilities : Quality checks :
Quality checks :
o Perform quality checks on all sales activities;
o Monitoring sales agents’ daily activities (calls, visits, emails, tasks, etc.)
o Provide feedback to the sales agents and sales leads regarding the situations he / she discovers;
o Feedback towards the team concerning the results from the quality management activity - informing emails, clarifying processes and procedures, training sessions, follow-up to make sure it is understood and performed correctly;
o Creates quality reports.
Continuous Improvement proposals :
o Draft and successfully implement improvement ideas that would benefit the team efficiency / quality
o Knowledge Management : create, maintain and provide feedback for work instructions, newcomer guides, etc.
o Provide specific trainings to new comers and existing agents;
o Ensure the new joiners have everything they need in order to perform their activity (e.g. user accounts, knowledge with the internal processes, etc.);
o Coach and provide feedback for new joiners after starting performing the daily activities and for the existing agents.
o Create and hold workshops / share best practices sessions, soft skills trainings
Customer satisfaction :
o Making sure that customer feedback is considered and providing corrective and preventive actions
o Making sure that services and products provided satisfy customer needs
Strong background and work experience in Sales or Customer Support;
Strong communication and interpersonal skills being able to adapt the message depending on the target audience;
Demonstrate understanding of in place procedures and work instructions and act accordingly, with a proven minimal rate of error;
Willingness to help others and proven ability to coach and provide feedback to others;
Experience and proven ability in implementing improvement initiatives;
Ability to develop and sustain strong relationships with different roles and persons;
Problem solving attitude;
Ability to prioritize and manage deadlines in a fast-paced environment;
A demonstrated commitment to upholding high professional ethical standards;
Be energetic, dynamic, positive, enthusiastic and possess the ability to think laterally and act through reasoned decision making;
Possess the ability to implement and manage change in the business;
Possess the willingness to learn, improve and adapt;
Experience in using Excel, Powerpoint and G-Suite.