Oferta pracy

Quality Manager

eSky.pl S.A.

  • Warmian-Mazurian

  • offer expired a month ago
  • contract of employment, B2B contract
  • full-time
  • team manager
  • home office work, hybrid work
  • remote recruitment

Your responsibilities

  • Work and management quality of a disperse team members.

  • Report results to quality monitors and make suggestions for improvements.

  • Collaborating with team members to consistently achieve KPIs and SLAs, while developing the team.

  • Oversee day-to-day functions of customer service quality assurance programs.

  • Perform quality monitoring of all type of contacts.

  • Review, investigate, and resolve inquiries regarding service issues for internal and external clients.

  • Utilize various quality monitoring tools to analyse data, track and trend impacts in the customer service, prepare reports and briefings to project leadership and provide status reports (monthly & quarterly) to the department.

  • Provide feedback on quality review to customer service staff and management.

  • Partner with Training to design programs and process enhancements that correct quality issues in order to drive excellence in customer service quality.

  • Provide reporting on customer sentiment, purpose of calls, and customer needs, as well as individual, team, and department quality results.

Our requirements

  • Minimum 3 years experience working with customer service and quality management applications (knowledge management, call recording, call analytics, etc.) in international structure.

  • Full proficiency in writing and speaking in English.

  • Knowledge of the principles and practices in the customer service industry that support the company's growth goals.

  • Open to travel across Europe.

  • Strong critical, creative thinking, and problem-solving skills.

  • Excellent communication skills (both written and oral) as well as interpersonal and relationship-building skills.

  • Preferably with experience in a multinational company in a multicultural setting.

  • Ability to collaborate, negotiate and manage.

  • Ability to synthesize and trend data and make recommendations based on the data.

What we offer

  • Implementation in the implemented processes of customer service in the tourism industry.

  • Access to modern systems related to the management of the work organization process.

  • Access to knowledge in the field of tourism.

  • Work in an international environment and the opportunity to work with people from different cultures.

  • Benefits in the cafeteria system - e.g. Multisport card, cinema tickets, discount codes in shops, possibility of group life insurance and private medical care.

  • Work in a hybrid model.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • life insurance

  • remote work opportunities

  • flexible working time

  • corporate products and services at discounted prices

  • no dress code

  • parking space for employees

  • sharing the costs of tourist services

  • sharing the costs of tickets to the movies, theater

eSky.pl S.A.

The eSky Group is an online travel agency (OTA) based on advanced technology. We are a leader in Central and Eastern Europe and a leading player in South American markets. The original eSky Travel Search engine enables comprehensive travel organization and purchase of tickets of more than 930 airlines - scheduled, low cost and charter, reservation of accommodation in more than 1.3 million hotels and apartments worldwide, car rental, as well as purchase of travel insurance. Currently eSky offers its services in more than 50 countries. The eSky Group is a member of the International Air Transport Association (IATA) group of agents. We employ nearly 700 people around the world. We work in an international environment of travel enthusiasts, who every day help millions of customers make their travel dreams come true.

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