Customer Service Quality Analyst
WarszawaCustomer Service Quality Analyst
Warszawa
NR REF.: 1157175
We are helping our client, one of the biggest e-commerce companies, to establish a new office in Warsaw. The company is successfully and rapidly expanding worldwide and sees a great potential on Polish market, as a start of further development in Europe.
The Operation teams covers the operational end-to-end process, from when the buyer searches for a product listed on the platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
Job Description:
● Perform quality assurance (sampling check on agents’ cases) and calibration on BPO’s Quality Assurance
● Establish / review Standard of Operation Procedures regularly based on user feedbacks or a new feature is introduced
● Regularly update knowledge base and cascade down the info to the entire Customer Service team
● In-charged of Train The Trainer (TTT) to ensure that the trainer in BPO is synced and aligned
Requirements:
● Master degree in any related field from a recognised university
● Minimum 5 years of working experience
● Team management experience
● Strong presentation and communication skills
● Proficiency in spoken and written English is required
● Prior experience in knowledge management is a must
● Prior experience in customer service or e-commerce is an advantage
● Able to work and adapt in a fast pace environment
● Adaptable and flexible individuals will be able to fit in the role easier
● Growth mindset
Our offer:
● Opportunity to be a part of an exciting journey to run a new business from the scratch
● Informal, start-up company culture
● Competitive compensation and benefits
● Self-development in fast growing e-commerce
● International environment with everyday use of English
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
Warszawa
NR REF.: 1157175
We are helping our client, one of the biggest e-commerce companies, to establish a new office in Warsaw. The company is successfully and rapidly expanding worldwide and sees a great potential on Polish market, as a start of further development in Europe.
The Operation teams covers the operational end-to-end process, from when the buyer searches for a product listed on the platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.
Job Description:
● Perform quality assurance (sampling check on agents’ cases) and calibration on BPO’s Quality Assurance
● Establish / review Standard of Operation Procedures regularly based on user feedbacks or a new feature is introduced
● Regularly update knowledge base and cascade down the info to the entire Customer Service team
● In-charged of Train The Trainer (TTT) to ensure that the trainer in BPO is synced and aligned
Requirements:
● Master degree in any related field from a recognised university
● Minimum 5 years of working experience
● Team management experience
● Strong presentation and communication skills
● Proficiency in spoken and written English is required
● Prior experience in knowledge management is a must
● Prior experience in customer service or e-commerce is an advantage
● Able to work and adapt in a fast pace environment
● Adaptable and flexible individuals will be able to fit in the role easier
● Growth mindset
Our offer:
● Opportunity to be a part of an exciting journey to run a new business from the scratch
● Informal, start-up company culture
● Competitive compensation and benefits
● Self-development in fast growing e-commerce
● International environment with everyday use of English
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
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