CX Quality and Development Specialist
Location: Poznań, Nowy Rynek
Company: Allegro sp. z o.o.
- Define and maintain CX standards and procedures.
- Deliver skill trainings, refreshers and workshops across all streams.
- Keep the Knowledge Base up to date. Create and edit articles according to the recent updates in processes, procedures and products.
- Conduct detailed analyses (including Root Cause Analysis) and provide actionable recommendations to enhance key quality and service indicators, including NPS, FCR, efficiency, and contact rate (CR).
- Manage quality control processes in CX customer service processes.
- Perform advisors work shadowing to identify CX best practices and areas to improve.
- They have experience in managing service quality and conducting training sessions
- They have strong interpersonal skills and are able to provide constructive feedback
- They aren’t afraid to have difficult conversations with customers
- They can explain and write about complex topics in simple terms
- They are convinced that the quality of customer service and transactions on Allegro is truly important
- They possess analytical skills and can use them to propose improvements
- They can manage projects and processes
- They are fully proficient in Microsoft Excel and PowerPoint
- They are team-oriented and can engage colleagues in achieving their goals
- They can adapt to changing external conditions
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