Convergys - Quality Specialist

In Berlin , more than 400 ambitious customer advisors connect each year millions of times with our global clients, sharing their expertise and passion with each individual client. We matter about our customers´ individual wishes addressed by individual people. In this way, we create trust and transform passion into an exceptional customer experience. As a multi-lingual and polyphonic team, we are dedicated to our clients´ success. Going the extra mile helps us to provide excellent service at every opportunity.

For our brand new customer, the largest social media platform worldwide, our team of 400 members is looking for several active and visionary creators of customer service. Be excited about this job opportunity and join us as

Quality Specialists (m/f/d) Social Media combined Polish/Russian

LIKE YOU - As a Quality Specialist (m/f/d) for our client of the largest social media platform, you will mentor and coach agents that will help small and medium sized enterprises (SBM) to select and implement effective and targeted advertising programs. You listen to, analyze and evaluate support calls for customer service skills and policy and procedure adherence. You are responsible for monitoring, competency development and delivery of a diverse set of educational programs including technical, soft skill and systems education. Be unique, individual and original – that is what matters to us.

Your Job

  • You are a role model for your agents; you mentor, coach and support them

  • You are responsible for monitoring call, email, chat and other support interactions on quality metrics and provide feedback coaching and mentoring as needed

  • You coach agents on customer survey results for improvement of their Resolution Rate scores, logging, AHT and other quality-related KPIs

  • You coordinate with operations management to evaluate the effectiveness of coaching and mentoring measurements and ensure streamline step goals are achieved

  • You continuously maintain knowledge on changes to client products, services, policies and procedures and recommend modifications or enhancements to quality management

  • You have a confident appearance as well as very good communication, presentation and moderation skills at eye level that are appropriate for the target group and cross-hierarchy.

Your Skills

  • Profound professional experience in a quality assurance role

  • Proven track record in coaching and mentoring of employees and achieving key performance metrics

  • Ability to analyze coaching data efficiently and implement according actions

  • Above-average motivation and communication skills, paired with linear and logical troubleshooting skills

  • A self-confident, professional and customer service oriented personality with problem-solving skills, multitasking ability and endurance even in difficult situations

  • Quick comprehension, learning ability and a structured approach with high attention to details and follow through

  • Excellent written and verbal communication skills on mother tongue level in either Polish and /or Russian

  • Good command of English at least B2 level

  • Social media advert product knowledge or at least an affinity for digital advertising

  • Legal work permit for Germany required

  • Availability to start the role in September already

Our Offer

  • Highly competitive salary within the BPO Industry

  • Corporate benefits such as employee discounts, special holidays, free drinks, fruit days

  • A company pension plan

  • Paid project training and ongoing training

  • Development opportunities within the company

  • A workers council caring for you

  • Regular team and site events

  • The diversity and security of a global world leader

Let's get connected and talk - Become part of a brand new team and apply now with your curriculum vitae, salary expectations