FLEETCOR: Quality Assurance Specialist with Polish

ROLE AND RESPONSIBILITIES

  • control of knowledge of scripts, product knowledge, telephone etiquette, call duration, active listening skills, correct ending of the call, etc.
  • 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, …)
  • generating regular reports
  • identifying reasons for customer terminations
  • managing customer survey
  • preparation and providing information emails to customers

REQUIREMENTS

  • Polish on a native level plus English C1 level 
  • Knowledge of customer service 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

WE OFFER

  • Work within a reputable multinational company
  • Competitive financial evaluation
  • Variable salary component, depending on job performance
  • Company benefits (meal vouchers, additional week of vacation, sick days, corporate events, etc.)
  • Communication in a foreign language with native speakers in a team 
  • Place of work Praha 8

Start day:

  • immediately

Email Aneta.Cerna@fleetcor.eu for more information and to apply.