CX Quality and Development Specialist

Your main responsibilities:

- 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.

This is the right job for you if:

- Posiadają doświadczenie w zarządzaniu jakością obsługi oraz w prowadzeniu szkoleń
- Mają wysokie kompetencje interpersonalne i potrafią formułować konstruktywny feedback
- Nie boją się prowadzić trudnych rozmów z Klientami
- Potrafią w prosty sposób powiedzieć i napisać o skomplikowanych rzeczach
- Są przekonane, że jakość obsługi Klientów i transakcji w Allegro jest naprawdę istotna
- Posiadają zdolności analityczne i na ich podstawie potrafią zaproponować usprawnienia
- Potrafią zarządzać projektami i procesami
- Ms Excel i PowerPoint nie ma dla nich tajemnic
- Są nastawione na współpracę, potrafią angażować współpracowników w realizację postawionych im celów
- Potrafią dostosowywać się do zmieniających zewnętrznych uwarunkowań

What we offer:

- Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
- A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
- English classes paid for by us.
- A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
- A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
- Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

And that's just the beginning! You can read more about the benefits here.

#goodtobehere means that:
- You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
- You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
- You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
- You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.

Send us your CV and… see you at Allegro!