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Quality Assurance Specialist with Polish

Location: Prague Salary: Salary Negotiable
Sector: Multilingual Shared Services Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 3 months ago Reference: 3042997
REED are happy to participate with an international client on brand new roles within their shared service centre. This is the chance to work for a well-known brand in a competitive market, using your customer service/sales knowledge to ensure staff are providing great service. 

ROLE AND RESPONSIBILITIES

- Control of knowledge of scripts, product knowledge, telephone etiquette, call duration, active listening skills, correct ending of the call
- Providing feedback and recommendations on quality improvement (weekly/monthly sessions) to Operations Supervisors
- Participation in creating evaluation criteria (tests, check lists, etc)
- Defining additional training needs
- Developing, together with Trainer, individual plans of improvement
- Defining of service quality standards
- Preparation of training materials and their continuous improvement
- Providing product, system and process training to the team
- Providing feedback on training sessions to management
- Further cooperation with ops on training improvements (seeking for frequently asked questions, frequent errors, etc.)
- Generating regular reports
- Identifying reasons for customer terminations
- Managing customer survey
- Preparation and providing information emails to customers


REQUIREMENTS

- Combination of Polish at least C1 level PLUS English and Czech/Slovak on communicative level
- Knowledge of CS techniques and process steps, experience with calls
- Mentoring skills: listening skills, ability to provide feedback
- Good communicative skills
- Training skills
- Focus on client
- Good IT skills
- Stress resistance

What we can offer you:

• Competitive salary + annual bonus
• International environment with chance to use and improve languages
• Benefits programme
• Ongoing training and career development
• Bright, modern offices in a convenient location in Prague


If you are interested in this opportunity and you believe you can be a right fit for any of these positions, please send us your resume in English.

In case you would like to obtain more information feel free to contact us through LinkedIn: cz.linkedin.com/pub/charlottetaylor.

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