Performance Improvement Specialist - French speaking

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

The QA specialist should understand the business metrics, build a story which summarizes holistic quality performance, identifies solutions and implement the necessary actions.  Following this initial phase it is imperative to own the actions and drive the required changes which lead to improved performance.  The QA role should be setting the benchmark for standards we expect to deliver internally to drive a stronger customer experience.

Responsibilities:

• Liaise with the Global Customer Service teams to learn and implement best practice and to drive customer and performance improvements
• Monitor and report on Quality metrics, deep dive and identify trends/root causes
• Recommend, own and drive performance improvement areas
• Drive through improvement initiatives to implementation
• Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
• Assist with compiling, analyzing and driving First Contact Resolution improvement initiatives
• Provide the French operation with a holistic view of customer performance and identify the levers which will drive improvements
• Contribute to the development of reporting systems for all levels of the customer journey
• Assist in the development of robust quality improvement coaching and training processes to drive continuous improvement
• Provide clear insight into performance drivers and the levers which impact performance
• Implement and own action plans which driver performance improvements
• Create growth plans linked to performance improvements and drive through the associated benefits
• Participates in customer and client listening programs to identify customer needs and expectations
• Uses quality monitoring data management system to compile and track performance at team  and individual level

Teamwork:

• Collaborative working across multi –sites and multi disciplines
• Professional approach to working with colleagues at all levels – Team Leads, Team Managers, Remote Mentors, Training Team, Support Service Teams and Global Digital Teams
• Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams

Individual:

• Flexibility in approach to work and self driven
• Analytical, with a proven ability to analyze various data sources and identify root cause/drivers of performance
• Results orientated
• Bias for action, takes responsibility/ownership and delivers
• Builds lasting and effective relationships which focus on the customer

Experience/
Qualifications:

• Solid experience in Customer Service area within a Quality Assurance role in a contact centre environment
• Previous experience in creation, implementation and maintenance of Customer Service Quality monitoring programs with proven qualitative results
• Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
• Strong Excel, Word, HTML or other technical skills are advantageous
• Ability to deep dive/analyze customer related data and draw conclusions leading  to  improvement initiative recommendations
• Ability to communicate both written and orally to all levels of management and across various cultural backgrounds
• Excellent organizational and time management skills
• Fluent French & English language skills (spoken, reading and written)
• Superior judgement, diplomacy and tact
• Willingness to speak up even in the midst of adversity

This role is based in Ireland

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.