Quality Assurance Coach

hace 2 semanas

Poligono Industrial Alcobendas, España Ria A tiempo completo

Are you passionate about creating great customer experiences and fostering a culture of exceptional service? As a Customer Experience Coach for our Contact Centre, you will play a pivotal role in shaping the Customer experience and empowering our Representatives to excel in their roles. Your expertise and guidance will be crucial in creating a positive and lasting impression on every customer we engage with.

**Coaching and Mentoring**:Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.

**Training Delivery**:Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.

**Quality Assurance**:Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.

**Performance Analysis**:Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.

**Feedback and Recognition**:Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.

**Continuous Improvement**:Stay up-to-date with the latest industry trends, best practices, and technological advancements in customer experience to continuously enhance our service delivery.

**Team Building**:Foster a collaborative and positive team culture within the contact centre, promoting teamwork and a shared commitment to delivering exceptional customer experiences.

**Customer Insights**:Work closely with other departments to gather insights from customer interactions, facilitating the continuous improvement of products, services, and processes.

**Escalation Support**:Provide support in handling complex customer escalations, demonstrating problem-solving skills and a commitment to resolving issues effectively.

You’re passionate about customer experience, having proven experience in a customer service coaching or training role, preferably in a contact centre environment.

You’re an excellent communicator - you know this is key to effectively engaging with your team

You are a German native speaker, or close to native, speaking good English (other languages are an advantage)

You have the empathy and patience required to inspire and motivate your team to achieve their goals.

You’ve got bundles of energy - we’re fast-paced and we adapt quickly to what our customers are telling us

You use data to inform your insights - comfortable using customer service software, call centre tools, and reporting systems.

You’re passionate about customer experience, having proven experience in a customer service coaching or training role, preferably in a contact centre environment.

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