Customer Care Quality Coordinator for Polish market
Fortuna Entertainment Group
Praha, CZ
před 2 dny
source : Welcome to the Jungle

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.

Currently we are looking for Customer Care Quality Coordinators for Polish market. 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
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