Quality Specialist Customer Service

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Kenmerken

• Werkgever: Takeaway.com
• Land: Duitsland
• Stad: Berlin

Omschrijving

Since our creation in 2000, we've grown from a small attic business to become a global food delivery powerhouse. As Just Eat Takeaway.com, we now deliver in 24 countries ? from Belgium to Brazil!

Operating in a fast-paced, competitive industry, great customer service is a key ingredient in making us first choice for food-lovers. That's where you come in.

Care is one of our core values and we aim to show this to our customers at all times. Therefore, high quality Customer Service is key! You as the Quality Specialist ensure that all service levels are met.

In this role, you are responsible for quality assurance and monitoring of the Customer Service agents. Your job is tightened to the Customer Services department as a whole, and therefore you need to work with multiple stakeholders: Customer Service Director, Managers, Process Manager, Trainers, Supervisors, and Agents.The Quality Specialist needs to be able to understand the company global process and translate it into the local office in Brussels. Here are your main responsibilities:

• Monitoring, listening and scoring outbound communication (call and email)
• Evaluating whether processes are being followed and the solutions offered by the agents are in line with our standards
• Staying in close contact with the agents as well as Supervisors and Manager to ensure appropriate behavior on the floor
• Giving agents feedback guided by the results of the monitoring sessions
• Providing a weekly and monthly quality report to Customer Service Managers and Process Managers reflecting on special individual results and team performance
• Advising Managers and Supervisors on next steps for individual agents or the team
• Advising the Process Manager on processes for quality monitoring 
• Defining needs for training and discussing them with the Training Specialist
• Receiving and communicating feedback from Customer Service Agents on the operation (processes, bottlenecks, and improvement opportunities) to the Customer Service Manager and Process Manager
• Providing trend data and giving recommendations for changes to processes, procedures, and training
• Performing all other duties regarding Customer Service Quality assigned by management

•  Bachelor education or level of thinking
• 1-2 years of experience with internal quality assurance and analytics
• Experience with contact center operations and functions across multiple departments is a plus
• Excellent French or Dutch (written & spoken), as well as fluent English
• A listener and being open to issues faced by Customer Service Agents
• Organization and time management skills
• Ability to work and negotiate in a team environment
• Ability to work independently of supervision
• Positive attitude, good judgment, and strong work ethic

Like the best food pairings, we think your hard work and these great rewards belong together:

• Competitive salary
• Opportunities for personal and professional growth in a varied role
• Great company events, including our annual summer party and snow event
• A lively, welcoming workplace in Brussels (we're part of the Tour & Taxis building!)
• Contribution to your pension plan
• Office perks: Delicious tea & coffee, fresh fruit and much more
• Contribution to travel costs and Takeaway Pay budget

If you're ready to be our new Quality Specialist, click Apply Now and send us your CV!

Informatie Takeaway.com

• Land: DE