Quality Management Specialist- Sales Process
OLX Group
Bucharest
‎în urmă cu 11 ore

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.

    Trainings

  • 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

    Requirements :

  • 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;
  • Customer focus;
  • 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.

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