Jobily
quality & training team manager - athens, greece
FREE NOW GR
Αττική
Αττική
Hybrid
Άλλο
Permanent
Full Time
About the job
Our work is all about providing great customer service experiences for our customers.
You will be providing day-to-day line management to our Quality & Training team, a group of knowledgeable and experienced Quality & Training Analysts.
Your focus will be on ensuring that our Customer Care Quality Assurance and Training programs are executed to the highest standard, and that the Quality & Training Team is driving continuous improvement to our Customer Care offering.
You’ll analyse our Quality Assurance and Voice of Customer data to identify and then execute opportunities for improvements to the customer and agent experiences.
You’ll partner with Customer Care and Document Management leaders to ensure that these programs are generating actionable insights, and that our front-line agents are skilled to deliver top-quality support.
Key Systems: Zendesk CRM & QA | GSuite
TO BE SUCCESSFUL IN THIS ROLE:
2-4 years of experience managing delivery of Quality Assurance and Training programs in a Customer Care setting
A background in Customer Care, with a passion for delivering great customer support experiences
Experience of managing subject matter experts, providing effective and empowering day to day leadership
Awareness of best practices around Training and Quality for Customer Care
A track record of delivery, with the skills to overcome challenges and solve problems
An effective communicator both verbally and in writing with the confidence to engage with or present to leaders across the business
Ability to analyse data and identify trends and improvement opportunities.
Experience working in a technology company, with experience in the mobility industry a plus.
BENEFITS & PERKS IN A NUTSHELL:
Hybrid working models
LinkedIn Learning
Sabbatical & special leave policies
WeRoad partnership
Birthday, 24th + 31st December off
Short term EU work policy
Mobility budget for Freenow App
Health Insurance
Employee assistance program
Plus more local benefits depending on your work location!
Hybrid
Άλλο
Permanent
Full Time
About the company
H FREENOW είναι το Super App Μετακίνησης με το μεγαλύτερο εύρος διαθέσιμων οχημάτων στην Ευρώπη, διαθέσιμο σε 9 αγορές και περισσότερες από 150 πόλεις. Οι χρήστες μπορούν να επιλέγουν από τη μεγαλύτερη γκάμα παροχών μετακίνησης, και να κάνουν κράτηση για το πλησιέστερο ταξί, αυτοκίνητο ή να επιλέξουν εναλλακτικές λύσεις, όπως ηλεκτρικά πατίνια, ηλεκτρικά μηχανάκια και ηλεκτρικά ποδήλατα. Το FREENOW app ενσωματώνει παρόχους μετακίνησης με τη φιλοδοξία να κάνει τις αστικές μετακινήσεις πιο αποτελεσματικές και βιώσιμες. Η γερμανική εταιρεία υποστηρίζεται από το BMW Group και το Mercedes-Benz Group. Συνολικά, περίπου 1.000 εργαζόμενοι σε περισσότερα από 26 γραφεία εργάζονται για τη FREENOW, της οποίας ηγείται ο Διευθύνων Σύμβουλος Thomas Zimmermann.