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.

Experience Level: Junior/Associate
Work From: Onsite

Company Information

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