Nivel cariera

Entry (0-2 ani), Middle (2-5 ani)

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•       Minimum of 9 months of relevant work experience in Call Centre or similar business

•       Experience and knowledge of business highly preferred

•       Understanding of quality and operational KPIs

•       Ability to analyse quality and operational metrics; identify drivers and possible impacts and derive action plans out of those findings on individual/team level

•       Understanding of quality processes, tools and measures to evaluate and improve individual/team and overall performance

•       Strong feedback and evaluation skills; ability to motivate, support and engage

•       Good organizational, time management and prioritization skills

•       Excellent communication skills and a high focus on customer satisfaction

•       Proficient English and German skills (verbal/written)

•       Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)



•       Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement

•       Maintain quality reports at Agent and Team level

•       Assist in developing and streamlining quality procedures

•       Perform Quality of Service analysis (Verbatim Categorization & Case research) on Agent and Team level

•       Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development plans

•       Support /jointly conduct weekly Agent Round Table with Team Manager

•       Communicate performance related indicators into the Team and back to the Management

•       Email communication with the Client, regarding Quality Measures

•       Handle customer inquiries

•       Ensure compliance with company regulations with regards to Data Security and Protection Standards

Company description

You may not know it, but arvato is behind a great number of the products and services you use. On average, every consumer in Germany comes into contact with us eight times a day. arvato is a leading international service provider that lives and breathes digital technology. More thanemployees in over 40 countries are helping our customers succeed on the market. We design and implement customized solutions covering a wide range of business processes along integrated service chains.
These solutions include digital marketing, financial services, customer relationship management, supply chain management and IT services. They also cover the full range of services related to the creation and distribution of printed products and digital storage media. In other words, whenever you download software, read a book, play a video game, shop online, or have your smart phone repaired, there’s a good chance that we were active behind the scenes as a service provider.