Requirements

Team Leader 

• Fluent in German+ English 
• Atleast 1-2 year experience as Team Lead
• Excellent people management skills, should have experience in previous roles
• Good experience in MS Office – Word, Excel and Power Point
• Computer literate/Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy
• Experience ininitiating and implementing process improvements
• Graduate (preferable)
• Hands on experience in back office activities – Live Chat and Social Media
• Flexible approach to working hours 24x7,including rest days, holidays, weekends and extended hours, if required.

Trainer

• Preferred: Candidate must possess at least a Bachelor's/College Degree, any field.
• Fluent in: German+ English
• At least 1 year of working experience in the related field is required for this position.
• Experience in handling a Retail program is preferred
• Excellent written and verbal communication skills
• Must possess good presentation skills
• Excellent Organizational and planning skills
• Good understanding of Group Dynamics (diversity)
• Experience in MSOffice Application like Word/Excel/PowerPoint

Quality Assurance Specialist:

• 1-2 years of experience as a Quality Analyst
• A Bachelor's/College Degree any field is an advantage
• Good experience in MS Office – Word, Excel and Power Point
• Computer literate/Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy
• Hands on experience in back office activities – Live Chat and Social Media
• Excellent communication and customer service skills

Responsibilities

Team Leader

• To motivate, develop and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables
• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Manage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIs
• Understanding of processes run by team and ability to bring in improvements and efficiencies within operations
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness

Trainer

• Conducting inductions for New Hire batches.
• Responsible for conducting pre-process and process training to new hires and evaluate their performance based on their competencies.
• Training new advisors before they go live, for voice and accent, application and product and Business Communications.
• Maintain attrition and throughput as per process guidelines
• Rostering and tracking planned and unplanned leaves.
• Coach and counsel where-ever needed
• Document Training reports and trackers
• Conduct Pre & Post assessment to identify any red flags (if any)
• Provide feedback to specific areas of opportunity

Quality Assurance Analyst

• Perform quality audits and evaluations
• Provide Feedback and coaching to improve customer experience
• Participate in team huddles to discuss Quality Scores and opportunity areas
• Provide process updates as per requirement
• Participate in internal/external calibration sessions
• Handle transactions to stay in sync with Operation
• Publish quality trends, feedback and improvement /enhancement reports
• Produce Quality reports and dashboards such as TNI, Pareto etc.

Benefits – to be confirmed

DK Global Recruitment is a multilingual recruitment agency, based in Dublin, Ireland. We specialize in finding European language-speaking jobs for job seekers in many European countries. With years of experience in the multilingual BPO sector.

Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them. Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.

Why choose Recruitment Agency: You are given extra support in preparing for interviews / You can ask for your application feedback anytime via email or phone / All our services to job seekers are free of charge / We also offer bonus scheme to candidates.

Note: Applying to this job advertisement would be considered as GDPR consent given to DK Global Recruitment. We may share your profile details directly with the hiring company for the initial screening of your profile suitability and duplicate check.