Experience or training in Quality field would be an asset
Customer orientation
Knowledge of PC applications including Office 365
Strong interpersonal skills
Strong ability to work in a time-critical environment
Ability to communicate and enforce knowledge
Knowledge of employee motivation techniques
Good quality results as an Agent (CSAT and evaluations)
Strong attention to detail
Great organizational skills
High level of propriety
Sense of professionalism and ability to develop good relationships
Language: English B2+, German C1
Recording, listening, and evaluating calls for customer service skills, technical skills, policy and procedure adherence
Providing timely and constructive feedback to Support Professionals
Analyzing the SP level Customer Survey results for improvement of CSAT scores
Reporting to Quality Supervisor
Tracking and reporting the results of internal and external coaching results
Participating in and facilitating Client Calibration Sessions
Making recommendations to programs and processes for continuous improvement
Providing coaching feedback and calibration sessions with technical leads
Analyzing quality data
Conducting soft skills training
Monthly paid KPIsExcellent referral program
Work from home 100%
Interactive activities: team building, company parties
Opportunity to develop a career in a multinational environment