Role: LANGUAGE QUALITY ADVISOR - FR (12 month FTC)

Reports to: Quality Team Leader

When: Day Shifts

ABOUT THE TEAM

The quality team are a support team within Customer Care. We are responsible for ensuring that our customers receive a high quality response. We do this through giving written feedback and face to face coaching sessions with our customer advisors as well as supporting our partners to achieve an excellent customer service. We provide insights and feedback to the operation at all levels to make sure our customers have great experiences when contacting Customer Care. The insights that we discover are delivered to our stakeholders ensure that we’re continuously improving and providing a consistent support. As a team we think creatively on new ways to provide this support to ultimately drive our teams performance and measure our customer responses through CSAT and NPS scores.

The role...

• The role is to ensure our customers have an amazing customer experience through giving support and feedback to our front line.

• You'll need to be proficient and comfortable in French and English. As you will need to provide feedback in English.

• The role is to ensure that all quality is calibrated globally and that all advisors have a mix of motivational and developmental feedback to drive excellent customer service.

• You'll be working closely with our partner sites all across the world to ensure that we're aligned in how we're scoring. This will be achieved by you facilitating calibration and levelling sessions with each sites quality team during weekly market meetings that are facilitated by you.

• You'll need to be able to deliver quality coaching to our front line, face to face, virtually and through written feedback.

• You'll need to analyse our data and provide trends and insights to present to the Quality Team Stakeholders.

•You'll need to be passionate about customers to be able to drive changes that improve their overall experience when contacting customer care.

•You'll need to be confident and organised in setting up meetings & present to our global partners.

• You'll need to take a proactive approach to TNPS, providing insights and drive this within weekly meetings with our partner sites. & inhouse teams.

Responsibilities...

•To ensure that our in house teams receive feedback every week on the quality of their responses to our customers against our quality framework.

•To make sure that we remain calibrated across all sites and markets by hosting meetings with external partners and stakeholders.

•To drive improvements through trend analysis within the quality results.

•To review incidents and be able to pull out trends and insights to the operation to support our operation delivery an excellent customer service.

•To provide feedback to the Quality Team stakeholders and make sure any trends are communicated to the wider Customer Care.  

Necessary experience...

•Customer Care history is essential

•Basic knowledge of Microsoft Excel, Word and PowerPoint

•Excellent communication skills in both French and English

•Good attention to detail

•Be able to demonstrate where you have worked in a Flexible fast paced environment

Desired experience...

•Quality Evaluation history

•Coaching experience

COMPETENCIES

Stakeholder Engagement

Develops good relationships with stakeholders, maintaining regular contact.
Where necessary, manages expectations with relevant stakeholders
Reaches out to different teams and stakeholders to resolve issues

Quality

Identifies interactions to be assessed and checks thoroughly and accurately

Resolves outstanding customer issues
Writes up constructive and concise feedback

Social

Demonstrates excellent knowledge of our social channels and has the required level of skill to work within these channels

Live Chat

Demonstrates an excellent knowledge of Live Chat and its relevant processes

Email

Has strong skills and knowledge of the email area, working to a high standard