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Quality Analyst Customer Service with French
hace 2 meses
We want to build Porsches’ Customer Interaction Center (CIC) in Berlin together with you. At the CIC we want to create something new and innovative to inspire the customer experience of the Porsche brand. You may think of it as a call center - but way better You are an essential part of Porsches customer success, so you might as well call yourself a Porsche Ambassador.
Do you “speak” Porsche? Because we are looking for passionate Quality Analysts who seek to revolutionize Porsches’ customer service.
WHAT YOU WILL DO
- Identification of overall quality gaps and coordination of definition and implementation of measures for identified gaps with team leaders and trainers
- Development of plans to continuously improve agent performance and if required, coaching of agents incl. goal setting
- Preparation, realization and wrap-up of calibrations or quality workshops
- Documentation of quality gaps, measures and roadmaps to constantly increase service quality
- Preparation and presentation of quality reporting
- Development, realization and analysis of customer surveys and mystery activities as well as identification of customer follow-up activities
WHO YOU ARE
- Well-structured and accurate analyst with several years of experience in quality management, ideally in the automotive sector
- Excellent communication skills, both verbal and written, are a must
- Proficient in French + English
- Proficiency with MS Office (Excel, Word, PowerPoint, Outlook)
- Personality: motivated, communicative, open, and empathetic, but also assertive
- Working style: respectful, proactive, customer oriented
WHAT COMES NEXT
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