Quality Control Specialist - Call Center (Relocate to Hungary) Hoofddorp • BYD Europe

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About the Department:

The BYD After sales Customer Care & Development Department ensures to deliver excellent customer service experiences across all customer touchpoints, optimizes the customer journey and enhances customer experience through digital platforms, call center, roadside assistance services, user app management and marketing content in line with European corporate and consumer protection standards.. Focused on ensuring customer satisfaction and loyalty, we are now looking for a Quality Control specialist for Customer Care Division. This role will be vital in assuring Quality in Customer Care activity. Quality control specialist is responsible for developing an assessment framework to conduct inspections on call recordings, text recordings, producing related charts and providing enhancement training.

Please be noted that this role will be relocated to Hungary in the near future.

As Quality Control Specialist you will:

1.Be responsible for formulating and regularly updating quality inspection regulations in alignment with the operation of customer service centers.

2.Be responsible for conducting quality assurance checks by listening to call recordings and then sharing the scores by e-mail on a daily basis, calculating the proportion of the sub-indicator "Call Quality Assessment Score" in the KPI matrix and then performing data analysis.

3.Manage appeals filed by the customer service team, maintain a case database, and conduct regular sharing sessions. Develop course materials and deliver lectures addressing issues identified during quality checks.

4.Analyze complaints against customer service agents, maintaining and compiling relevant cases.

5.Conduct spot checks on call recordings for new employees before their starting in the role, as well as for existing agents.

• Hands-on experience working in call center quality assurance or related roles.
• Have an educational background or recognized certifications in communications, quality management, or related fields.
• Be Familiar with call center systems and betech-savvy.
• Knowledge and experience in tracking key customer service QA metrics.
• Have report writing, data visualization, and presentation skills.
• Proven history of analytical and problem-solving skills from previous roles.
• Ability to initiate and complete projects without supervision and ability to communicate with discretion, professionalism, and confidentiality when needed.
• Ability to positively contribute to organizational culture.
• Excellent verbal and written communication skills.
• Ability to multitask and thrive in a fast-paced (dynamic) environment.
• Bachelor Degree with fluent English

We offer:

• Performance and experience-based competitive remuneration, pension plan.
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance.
• Department & company-wide teambuilding events.
• An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.
  
  

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team 🌏