At Porsche Customer Relations Hub (CRH),we are looking for a Quality Analyst who is motivated, enthusiastic, and customer-oriented. We are passionate about creating a great Porsche experience for the customers and put our customers at the centre of everything we do.
As an ideal candidate for the Quality Analyst job, you are the driving force behind exceptional customer experience across all customer segments. Your responsibility is to ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to enhance service quality.
Responsibilities Execute intra-day quality monitoring based on quality scorecards and regular calibration.Define quality scorecard for periodic measuring sectors & calculation of scoreweighting.Gather data and analyse trends or patterns affecting quality; highlight key successes; and share best practices with Customer Experts to guarantee that quality assurance criteria are met.Develop and conduct coaching sessions that address service quality deficiencies and/or improvementopportunities.Provide structured and timelyrecommendations for process improvements and training initiativesthat willdrivequalityenhancements.Provide regular reporting on quality status, as well as more in-depth analysis to management andstakeholders.Continuously developing your knowledge and ensuring that your level of expertise is up-to-date to perform accurate quality control.Accountabilities: Maintains and develops internal support and CRH qualitystandards;Managescustomer experts' qualityand ensuresquality KPItargetsEnsures latest know-how in dedicated field of expertise to performqualitycontrolEnsures continuous feedback loop with Leads and stakeholders to ensure quality in front of thecustomer.What you bring along: +3 years of experience as a Quality Analyst or similar roleAbility to provide effective coaching and mentoring to Customer ExpertsOutstanding customer service skills and dedication to providing exceptional customer careExcellent verbal and written communication skillsProficient in French and English (other language skills are an advantage)Exceptional listening and analytical skills.Motivated and empathetic personality, but also assertive and self-confidentWell-structured and independent way of workingRelevant customer service experience and knowledge of the automotive industry is a PLUSWhat we offer Competitive salaryWorking in a fast-paced and highly changeable environmentBeing part of the creation of the Customer Interaction Center of one of the world´s leading luxury automotive brandsWorking in an inclusive, diverse, and international teamPossibility to partially work from home after the initial training monthsStarting date:6th of March 2024WHAT COMES NEXTIf you've made it this far, don't keep us waiting. Get started - apply directly! In the meantime: check out our new Porsche Digital Website to get an impression of what our hearts beat for:https://bcn.porsche.digital We are looking forward to every single application that reaches us, because diversity is just as important as the energy that flows through our veins.
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