Customer Engagement Center – Quality Coordinator

vysokoškolské I. stupňa

Anglický jazyk - Pokročilý (C1)

This position is a maternity cover.

Responsibilities:

Develop a quality program that delivers the continuous improvement of troubleshooting and improved communication guidelines.
Benchmark and ensure best practice sharing across all CEC locations
Establish and manage a regular customer experience data analysis and improvement program
Drive across the Lenovo Services organisation a program of call listening, mystery shopping and customer journey mapping
Identify gaps in processes and the end to end customer experience.
Determine leading indicators of overall Customer Satisfaction and Customer Experience
Work closely with key stakeholders such as regional service delivery managers, technical trainers, customer care and the spare parts organisation.
Ensure standardisation of CEC scripting and the proactive communications to customers.
Develop an omni-channel quality program
Active engagement in CEC agent hiring with focus in validation of soft skills and language.

Experience & Skills:

3-5 Years’ experience with process management and a proven track record in continuous improvement in a customer facing environment.
Strong analytical skills (root causing, data analysis and Lean Six Sigma)
Strong skills to manage critical situations and work independently with clear priorities.
Exceptional communication and presentation skills.
Competence in written and spoken English is essential. Fluency in another European language would be an advantage.
Awareness and the ability to communicate effectively in a multi-cultural environment
Proficient in the use of Corporate Desktop Software Applications, Outlook, PowerPoint, Word, Excel.

Education/Training:

Degree or equivalent in an IT discipline would be preferred but not as important as a proven track record in the relevant areas of experience.

Lenovo is a company in a constant state of creation. Here, you'll architect your own career, pioneer new ideas and master new skills.

Lenovo Slovakia employs more than 25 nationalities and is the biggest shared service center in Lenovo Group.

Our people share a common aspiration to be the very best. Whether serving our customers, working together as a team or contributing to the community, we are working to build unique company.