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Customer Care Quality Coordinator for Czech market

Summary

As the leader in the CEE region, we keep our customers first. To achieve our goals we´re going to boost our Customer Care department on the Group level. Our goal is to upgrade our services in efficiency and quality. Because of that, we´re hiring new colleagues who help us with quality assurance and overall improvement.
Are you good enough at helping people or finding a better solution to complete key tasks? If so, this could be the role for you!

Responsibilities


  • Conduct quality checks and audits across our customer care teams (on local and group level)
  • Implement clear overall quality strategy with scalable process/tools/systems that allow resource-efficient monitoring of decision accuracy and aligned to the strategic goal
  • Bring innovation ideas and help the client create work process standardization
  • Develop QMS, which includes a definition of control standards, roll out of best practices, and performance reporting as approved by the Group Customer Care Experience Manager and/or Group Head of Customer Care.
  • Ensure audit delivery of operations is done as per agreed target set.
  • Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened.
  • Identify Training and development issues in terms of Training need Identification and reasons for failure if any.
  • Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.
  • Ensure 100% Customer Satisfaction and check if all activities are directed towards this objective.
  • Ensure regular and accurate Quality Monitoring.

We Require

  • Customer care experience is a must
  • Fluent English and a C2 level of Czech language
  • Strong leadership, communication and interpersonal skills
  • High energy, enthusiasm and a strong interest in continuous improvement
  • Advanced/Strong computer skills: MS Access, PowerPoint, Word, Excel, and Minitab
  • Knowledge in executing root cause analysis technique such as fishbone, 5 why would be a plus
  • Solid understanding of lean, six sigma, and/or other improvement tools and techniques would plus as well

We Offer

  • Quarterly bonus
  • Cafeteria plan and electronic meal vouchers
  • Discounts and promotions by our partners and Penta group companies (e.g. Dr. Max Pharmacies: Gold Partner)
  • Occasional home office
  • 5 weeks of vacation
  • An interesting and challenging job of a successful international group at the Prague headquarters (informal international teams, communication in English on daily basis)
  • No dress code
  • Various events for employees (sports and corporate events, internal competition for tickets for sports and social events etc.)
  • Brand new offices in the Churchill office complex
  • Our own café, relaxing zone, gym and great amenities around the office

Want to Know More?


I would be happy to provide any details you want to know! 

As part of any recruitment process, we collect and process your personal data in the manner and to the extent further specified in this Job Applicant Privacy Notice. The aim of this document is to provide you, in particular, with information regarding the scope and nature of such processing, the extent of your rights and the manner in which you can exercise them.

Collection and processing of your personal data is conducted in accordance with the applicable data protection legislation, in particular the General Data Protection Regulation (GDPR).

Our privacy you can find here.

As part of any recruitment process, we collect and process your personal data in the manner and to the extent further specified in this Job Applicant Privacy Notice. The aim of this document is to provide you, in particular, with information regarding the scope and nature of such processing, the extent of your rights and the manner in which you can exercise them.

Collection and processing of your personal data is conducted in accordance with the applicable data protection legislation, in particular the General Data Protection Regulation (GDPR).

Our privacy you can find here.

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