Customer Care Quality Assurance Specialist

Κωδικός Θέσης : CCQA 07/2019
Ημερομηνία ανάρτησης αγγελίας : 29/7/2019

TNT provides Business and Consumers Worldwide with an extensive range of services for their express delivery needs.  TNT serves more than 200 countries and employees over 54.000 people.

 We are seeking to recruit a highly motivated individual in the following position:

 Customer Care Quality Assurance Specialist (CCQAS 07/2019)

Purpose of Role: Involves the application of Quality Assurance specialist knowledge which may include providing specialist advice to employees & management, managing or maintaining systems or processes or completing projects to develop or changing systems or processes as appropriate.

Main Responsibilities:

- Effectively manages analysis and reporting of the Customer Care performance indicators, in order to provide management with high quality information on the Customer Care performance
- Quality Assurance & Support through : Best Practice Development, Quality Process Development, Transaction Auditing (e.g. Mystery Shopper), Vendor Management, Knowledge Management Input, Trace Quality, VOC, Call Quality
- Participates in Customer Experience related projects, through the provision of high quality data and information
 Desired Skills and Experience:

- 2-3 similar working experience
- Excellent knowledge of English language, oral and written
- Analytical skills
- Problem solving skills
- Planning and organising skills
- Influencing and persuasion skills 


Department: Customer Experience

Remit:  South East Europe (BG, CY, GR, IL, SI, TR)

Location: Athens, Greece

Reports to: Manager Customer Care Quality and Readiness


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