Subject Matter Expert / Quality Analyst (Maternity Cover)

Company Description

Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.

Job Description

Еnsure provision of customer support services through various channels of communication, including phone, email, and other media to the end customers of the Client by providing support and mentoring to consultants and assistance to the Team manager; performing regular quality audits and act as first point of contact for the agents and the Client.
Qualifications

Responsibilities:

• Provide support to the consultants in day-to-day work activities;
​​​​​​​• Assist the consultants in documentation and reporting process;
• Provide any information that a consultant requires to do their job well;
• Help the Team managers monitor the email/chat/voice queues;
• Assist new hires with product and process questions;
• Provide feedback to managers about consultants’ performance;
• Be involved in the scheduling of the team upon management request;
• Help Team managers to manage the attendance of the consultants and schedule adherence;
• Respond to Customer queries in all channels – calls, emails, and webchat, using the Client’s service system;
• Identify customers’ needs, clarify provided information, research the issues and provide solutions

Requirements:

• Previous experience on the same or similar position
• High school / University degree
• Excellent knowledge of German language – level B2 as per European language frame
• Strong customer service focus with ability to handle difficult situations with a calm professional manner
• Ability to show empathy and be persuasive
• Strong listening skills and good follow up skills
• Ability to multitask and to make quick decisions
• Excellent communication skills both written and verbal
• Precision, loyalty, organization
• Willingness to work in shifts, and public holidays is a must
• Flexible, receptive to change, have ability to adapt quickly to changing business requirements


What we offer:

Additional health insurance and life insurance
Food vouchers
Competitive salary + extra bonuses
World-class on-the-job training
Multisport card partially covered by the company
You will become part of a recognized international market leader and can enrich your CV
An ambitious corporate culture that encourages internal promotions and professional development
Team building and social activities, volunteer participation, charity events and much more
Apply and you will get the full broad information about your possibilities with us
All your information will be kept confidential according to EEO guidelines.