Are you a strong communicator, passionate about people and experienced within a call center environment? Would you like to work with an international team, based in the beautiful Casablanca? Are you focused on customer experience and delivering qualitative services? This is your chance, because our customer is looking for go-getters to guide and develop a team for a growing activity.

You will be working onsite with and alongside internal teams for a leading online multinational company to respond to client leads and assist in the success of this project. You will receive extensive training to develop your skills to succeed in an environment that is professional, modern, fast paced and driven by excellence.

Your day to day

• Gather and analyze data at both the account and campaign level;
• Ensures that the company's quality policy and the commitments made to clients are properly applied.
• You will inform advises, coordinates and accompanies the areas of improvement to ensure that the certifications in place are maintained and that the commercial contracts continue.
• Application and monitoring of the Quality approach within the Group
• Carry out the controls required to identify areas for improvement (remote/hot and/or cold listening or side-by-side, calibration session, ....)
• Manage corrective and improvement actions (monitoring deadlines, writing reports and other summary notes, measuring the effectiveness of action plans, etc.)
• Consolidate the quality reports in the frequencies requested by the client
• Analyse the indicators: identify outstanding indicators, reasons for improvement and/or regression of results, submit recommendations for action and ensure their implementation.
• Alerting about quality achievements and proposing corrective actions in a proactive way compared to the periodic reports from the client
• Evaluate different types of contact (call, email, mail, fax, etc.) that constitute an interaction between the end customer and our agents and debrief the concerned in a timely manner, allowing for a positive impact of the action on the performance of the customer advisor
• Implement workshops, training and other actions to communicate a new process, correct the results of an indicator, improve the understanding and use of a process or tool
• Ensure, under the supervision of the Quality, Training & Process Coordinator, the centralisation of quality knowledge and guarantee its dissemination to all within the given timeframe via the tools made available and/or set up by the Quality officier.
• Comply with the implementation of the quality approach as explained by the training & quality coordinator
• Inform and communicate the Quality approach (communication of quality objectives, processes, developments, etc.)
• Leading information meetings on the progress of a given quality certification
• Assisting and supporting new telephonists in handling customer contacts
• Inform and train new teleconsultants on activities and processes

Your profile

• Native Dutch or Flemish with English (C level), French it's a plus.
• At least 1 year experience as QM or Quality Assistant, preferably on contact center environment.
• Demonstrated capacity for critical thinking, analysis, and attention to detail;
• Strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment;
• Technologically savvy;
• The ability to learn, retain and apply large amounts of product, process and policy information.
• Knowledge of Excel tool:

We offer

• Competitive fixed salary
• Tax-free benefits
• Several company events per year
• Free fruit at the office
• A unique, fun, friendly and people-focused work environment
• Open atmosphere in which employee suggestions and ideas are heard

Location

Casablanca, Morocco