CX Quality and Development Specialist

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!

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

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.