Hewlett Packard Enterprise

Language and Quality Coach with Spanish and Italian
Language and Quality Coach with Spanish and Italian
Hewlett Packard Enterprise (HPE) creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future. Now we are looking for a Language and Quality Coach with Spanish and Italian to join our dynamic team, part of Customer Solution Center Sofia /CSC/.

The customer is at the center of everything we do in the Customer Solution Center Sofia. From Warranty to high availability Datacenter wide contracts, we support our customers and help them accelerate their business. Our award-winning centers provide technical care in 18 languages in more than 100 countries. Our focus on the customer, in addition to our drive for the highest quality and constant innovation, creates a center where we can build Customers for Life.

The CSC Language & Quality Coach plans, delivers and maintains the assessment, coaching and consultation of language proficiency of CSC Sofia employees on an ongoing basis, necessary to meet business requirements and to achieve exceptional Customer Experience and Satisfaction.

He/she designs, develops, maintains, conducts and evaluates language training and coaching programs based on the identified individual, group or organizational needs, areas of improvement and CSC language proficiency standards and requirements.

The Language & Quality Coach performs quality based audits, utilizing call recordings and case documentation for technical and non-technical teams and provides feedback on his findings in regular one-to-one sessions to the agents and their Managers; suggests and keeps track of structured improvement plans and provides regular insight on individual as well as team-based Quality performance.

Job specifics/responsibilities:

Drive, facilitate and maintain regular language assessment (RLA) process for continuous improvement of language proficiency of CSC Sofia customer facing staff with strong focus on organizational, team-based and individual needs and requirements.
Support the adequate and proper selection of new hire candidates by assessing their language and communicative skills based on the internally accepted CSC standards.
Design, develop, implement and conduct language training programs and initiatives for the target groups and individuals. Provide consulting on language and communication skills development.
Perform quality audits based on call recordings and case documentation
Conduct and lead regular quality feedback sessions
Provide quality performance reporting on individual and team basis
Identify, suggest and track progress of structured improvement plans. Identify and report quality problem areas and specific items for assigned agents
Suggest and track improvement action plans based on audit results
Advise, mentor and motivate assigned agents to comply with current technical and non-technical HPE policies, processes and procedures
Proactively flag and address critical issue areas and provide visibility on Agent, Team and Site Management level

Bachelor/master degree or similar
Fluent in written and verbal Spanish (C1/C2 level)
Good command of Italian (B2/C1 level)
Good command of English
Distinctive ability to work in a team environment
Excellent communication & interpersonal skills
High quality-oriented attention to details
Experienced user of MS Office Tools
We offer a challenging role including:

Continuous learning and technical training opportunities
Unlimited access to courses in a wide variety of technologies and disciplines (Lynda)
Great opportunity for professional development in the IT field
Part in a team that has established itself as a preferred partner for Hi-tech Services & Support
Competitive remuneration package
Medical insurance
4 days additional paid leave (total:24 days)
Food vouchers
Opportunity to use free parking
Life insurance
Wellness program
HPE badge program including various discounts for products and services
Work-life balance program including free legal, financial and psychological consultations

Thanks for taking the time to review our job, if you think it is a match to your experience and interests, please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them.Only shortlisted candidates will be contacted.
Изисквания към кандидата

Езикови познания:
Английски език, Испански език, Италиански език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Административен персонал, Експертен персонал без ръководни функции

ИТ и Компютърни специалисти
Населено място:
Гр. София
ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9
Hewlett Packard Enterprise
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Hewlett Packard Enterprise може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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