French Call Quality Improvement Specialist

We are currently recruiting for a French Quality Assurance Specialist to join our Customer Service team in Amazon, Cork. This role requires fluent French and English.

Key responsibilities:
  * Participates in design of call monitoring formats and quality standards.
  * Performs call monitoring and provides trend data to site management team.
  * Uses quality monitoring data management system to compile and track performance at team and individual level.
  * Monitors and provides real-time feedback to agents on Customer Phone contacts.
  * Participates in customer and client listening programs to identify customer needs and expectations.
  * Provides actionable data to various internal support groups as needed.
  * Coordinates and facilitates call calibration sessions for all call center staff.
  * Provides feedback to call center team leaders and managers.
  * Prepares and analyzes internal and external quality reports for management staff review.
REQUIREMENTS:

• Significant call center customer care experience, preferably in a call quality assurance capacity.
• Fluent English and French providing excellent oral, written and interpersonal communication skills in both languages
• Excellent oral, written and interpersonal communication skills
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Intermediate to advanced level of knowledge with Internet based retailing and associated
• Strong knowledge of customer care processes and techniques
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.

In return we will offer you an excellent salary and benefits package, along with the opportunity to develop a career with one of the world's leading online retailers.