Service Desk Quality Coordinator in Gdansk (Poland)

Where: Gdansk (Poland)

Extent of Work: Full Time

Click here to apply in English

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
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