At a Glance:
At On we don’t call it Customer Service – we’re Happiness Deliverers – and our team is growing!
The mission of the quality specialist is to transfer and develop excellent quality standards both for our in-house customer service team, and to our outsourcing partners. In collaboration with the Function Lead you will build the strategy for the Quality team in the EU.
Being in direct contact with our customers means we are able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible.
Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That’s why we are called Happiness Deliverers.
- Analyse and evaluate communication between customers and our teams
- Use our Quality Analyst (QA) tools and processes to monitor recent conversations and become the quality expert across the different teams
- Identify current trends and deliver input on how to effectively bring change to important quality KPIs
- Conduct regular feedback sessions with leads and coordinate follow-up coaching in close cooperation with our coaches
- Challenge and enforce quality standards towards leads and team
- Provide constant visibility over current QA results for the different stakeholders and formats
- Be the first point of contact and always find the right approach in terms of phrasing and grammar / spelling
- 2+ years experience as quality specialist, ideally in a customer service environment
- Fluent German and English skills (spoken and written) – other languages are a plus
- Experience in monitoring, summarizing and reporting quality analysis for different purposes and stakeholders
- Strong sense of empathy and the ability to professional criticism without hesitation
- Talented speaker who has a natural ability to influence and inspire others
- Ability to create effective and clear presentations
- Customer-centric mindset and able to transmit this value to our Customer Service team
- Embrace change and proactively look for new solutions
- Innovative thinking and pushing for new ideas to improve quality
What we offer: