Quality Assurance Specialist with French @ Flix

Job Information

Job Description:

Your Tasks – Paint the world green

You are the first point of contact for operational QA questions for internal and external stakeholders and secure a smooth communication process and workflow;
You implement the Quality Assurance (QA) strategy that supports growth and compliance readiness within customer service;
You ensure quality standards through constant monitoring of voice and non-voice interactions;
You secure conformity according to FlixBus standards with the goal to strengthening customer satisfaction and efficiency;
You support FlixBus in the creation and implementation of scalable and automated quality assurance tools to measure Voice / Non – voice quality, language skills etc.;
You monitor and report on quality metrics, deep dive and identify impacts on the performance of customer service;
You set and introduce measures with internal and external service quality stakeholders to improve overall performance on all customer service channels in conjunction with training and e-learning team
You assist with analyzing and driving First Contact Resolution (FCR), Customer Satisfaction (CSAT) and NPS improvements;
You provide precious insights to improve quality procedures in conjunction with various stakeholders (i.e Customer Service, Country Organizations);
You secure transparency on major KPIs by gathering and analyzing data;
You improve reports and dashboards to secure maximum transparency for all customer service KPI;
You bring in ideas on how to optimize quality processes and testing tools.

Your Profile – Ready to hop on board

You poses a firsthand experience on a similar role;
You speak and write fluently in English and French;
You have an exceptional attention to detail;
You are highly motivated, persistent, proactive and team goals-oriented;
You think outside the box and always look for opportunity to improve and optimize processes.

Benefits:
Experience Level: Junior/Associate
Work From: Onsite