Beschreibung
Quality and Training Manager (f/m)
Harvey Nash are a global Professional Services provider in the areas of Technology and Engineering Recruitment and Outsourcing. For our client, a global Travel brand in Hamburg we are currently looking for a Quality and training Manager (f/m) to join on the basis of a long-term freelance relationship.
Project Start:01.05.16
Project duration:12 Months++
Location: Hamburg
Task Description:
. Perform vendor calibration on audit results with two outcomes: performance improvement and financial restitution.
. Ensure that training is executed to our required standards in all locations
. Analyze call center data, including sales data, to improve on sales and service metrics, driving reporting to meet needs for analysis as required and identifying gaps in quality and training.
. Develop and disseminate policies and procedures to call centers.
.Research and respond to inquiries from both internal and external customers.
.Act as a lead in vendor relationships.
Qualifications:
. Experience of working in a customer contact operation is required.
. Experience of working with an outsourced partners is desired.
. Must have a solid understanding of telephone systems and related reporting
. Must have German/English language ability to a high spoken and written standard
If you are interested and available immediately, please do send us your updated CV, your availability and your hourly rate (all-in) for Hamburg.
Should you have any questions, please feel free to contact me and quote the reference number: 309659
Mrs Chiara Carlá
(see below)