Global Quality Administrator - Customer Care
December 13
Description
• Create and maintain a quality framework directed towards improving the experience of our customers in every interaction. • Deriving insights from global quality analysis that can be then translated into the proper departments. • Create frameworks where the efficiency of processes can be measured and automated. • AI is leveraged to process evaluations at scale. • Maintaining continuous alignment on existing processes. • Coordinating with local structures for the implementation of global processes. • Analyzing local processes, identifying differences and best practices, and developing solutions to fit local needs. • Working closely with other departments to ensure understanding of metrics as well as flag the needs of new metrics. • Handling quality data throughout its lifecycle (Extract to publish). • Creating a better customer experience by understanding and driving actions that improve data collection, process efficiency and/or any step in the customer journey. • Being a storyteller: able to transmit data to all types of audiences clearly. • Producing recurrent operational events such as W/M/QBR’s.
Requirements
• Have 2 years or more of experience in project management, analytics, operations or other positions related to business development. • Have GREAT communication skills. You will be a part of a global team. • Are proactive and curious. • Are good with numbers and people equally. • Know Excel like a pro. SQL, Python or R are a plus. • Have analytical thinking and like creating reports. • Have experience with CRM’s (Salesforce will be a plus). • Have huge ease of learning new tools & skills. • Have a problem-solving mindset. • Speak English (Minimum C1).
Benefits
• Competitive salary appropriate to your experience. • Private health plan. • Share options plan after 6 months working with us. • Free English classes. • Hybrid working model. • Unlimited access to the Ifeel emotional well-being tool. • Free birthday to spend the day with your loved ones!
Apply Now