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Dat is Adecco. #meerdanwerk

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Originele vacaturetekst

Customer Service Quality Lead

What will you do
Working for this Consumer Services division will be rewarding, it will be challenging, and it will most definitely not be just another job. You'll be an ambassador of the biggest sports brand -- everything the brand stands for: drive, determination, the unyielding commitment to excellence, these all will be a part of your everyday experience. We're committed to making every consumer's experience a rewarding one, and as a member of our team, your contributions will be a big part of our success.
As our Quality Lead your primary responsibility is to ensure that our Consumer is first and foremost in our minds while influencing an environment that allows our agents to affectively service our Consumers.
This position requires a motivating individual with strong quality acumen, analytical skills, high detail-orientation, and excellent written and verbal communication in English and always looking for new challenges.
Primary regional point of contact relative to QA processes, methods and tools
Provide data intelligence relative to vendor wide opportunities and lead QA improvement initiatives in conjunction with operations.
Lead, analyze, monitor& control the efficiency of the calibration sessions (internal & external) and make sure action plans after each calibrations are communicated
Conduct root cause analysis to identify soft skill, process, service issues affecting Voice Of Consumer and make recommendations to business
Use vendor QA resources efficiently to collect info and/or solve any issues affecting the VOC
Responsible for addressing call recording issues and managing speech/text analytics locally
Conduct systemic VOC/DSAT survey reviews, analysis and reporting.


Who are you:
You have a bachelor's degree or equivalent directly related work experience
Able to start mid of May
Customer Service, Call/contact center work experience plus strong QA Transaction Monitoring & Process Knowledge
Experienced in Quality Control Tools such as KPI Correlation, CSAT Deep Dive Analysis, and Control Charts etc.
Vendor Management Experience in QA function
3+ years' experience in a hands on Quality, with focus on Root Cause Analysis and Behavioral Analysis in analyzing business problems and making business/operational recommendations
Advanced in MS Suite products: Word, PowerPoint and Excel
Detail oriented and able to multitask and meet deadlines
Demonstrated ability to use data to influence decision making and to craft impactful business reviews.

Experience in identifying critical information, analyzing, developing hypotheses and making recommendations.
Proven experience building positive working relationships and working successfully in cross-functional teams, including demonstrated success in managing without direct authority.
Six Sigma Green belt Certification is a plus

How do you apply:
Apply now via or if you need more information about the team, the company, the role; feel free to give us a call at + 31 (0)35 646 26 70, we will be more than happy to support!

Scholing: HBO

Over de werkgever

Who are we:
Adecco is in-house at the world's largest sports company. Their European HQ is based in Hilversum (Amsterdam/Utrecht area). We are currently looking for a Customer Service Quality Lead who supports the consumer services division of the brand for a period of 5 months.

Would you like to be part of an international environment where you can be yourself, demonstrate and develop your skill set every day to help the company and yourself grow?

Uren per week: 40

Contract: tijdelijk