Job Description

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

The Quality Specialist evaluates individual staff performance by regular monitoring/coaching on a daily base driven by a daily/weekly and monthly target.

Your responsibilities:

• 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 team
• Handle customer inquiries

Your profile:

• Minimum of 9 month 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 language skills in supported language and good English skills (verbal/written)
• Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote)
• Preferred if candidate was previously been given tasks outside the normal agent role like apprentice, floorwalker, subject matter expert, trainer assistant, ticket auditor, rta and/or team lead/POC

About us:
arvato is an international outsourcing service provider. Every day, over 63,000 arvato employees in more than 35
countries are at work helping our customers achieve success in the market. We design and implement solutions for a
wide variety of business processes throughout integrated service chains.
Our services include everything from the preparation and distribution of printed materials and digital storage media to
data management, customer care, CRM services, supply chain management, digital distribution, financial services and
professional and individualized IT services.

In order to ensure processing your application in a timely manner, we advise you to send an online application.