Bilingual Quality Specialist for customer operations (English and French)

For our office in Tunis

For our office in Tunis

We are looking for a Bilingual Quality Specialist for customer operations (English and French) who will be responsible to evaluate the quality of the service delivered by the agents making sure that it meets the company's expectations.

Who are you?

  • You have excellent analytical and problem-solving skills
  • Outstanding communication skill
  • You have an excellent organizational skill
  • You have an excellent knowledge of English and French at least at C1 level (written and spoken)
  • Proficient in MS Office (word, excel, PowerPoint)
  • You are willing to coach people and to provide constructive feedback on a regular basis
  • You have very good analytical skills

What you are going to do?

  • Monitor and analyze consultant’s calls and review emails for accuracy of information and call/e-mail handling standards
  • Ensure that consultants are delivering a high level of customer service
  • Verify that agents are providing accurate solutions to customers
  • Record evaluations utilizing departmental quality monitoring programs
  • Deliver coaching feedback to agents on call and e-mail performance
  • Provide Specialist and the Manager with regular performance feedback on the agents
  • Participate in the improvements of quality monitoring forms and quality standards
  • You will be in charge to analyze data and to create AP accordingly

What do we offer?

  • A growth path aimed at enhancing your professional experience
  • A stimulating, international work environment with heterogenous teams and the opportunity to expand your knowledge
  • Full-time employment contract

Assist Digital in 2017 has been certified as a Great Place to Work in Italy.





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