Job :
As part of the launch of a new activity, we are strengthening our teams and recruiting Quality Analysts for our CasaCity site.
You will work in a dynamic environment and actively participate in the start-up of a strategic project.
MAIN MISSIONS:
- Provide support to customer advisors (on-site or by phone)
- Update training tracking.
- Develop agents' skills.
- Provide individual follow-up for agents.
- Ensure the display and communication of important information.
- Ensure the implementation of various quality action plans.
- Carry out analysis and implementation of action plans concerning contractual indicators.
- Control sales, archive customer documents, and ensure financial/commercial gestures, @Mails, and delivery measurements... .
- Ensure weekly listening sessions.
- Participate in initial training for the "customer service module".
- Conduct debriefs after listening sessions.
- Ensure weekly and monthly analysis of listening sessions.
- Provide training following changes in processes and updates.
- Ensure regular calibration based on the listening grid and assign appropriate ratings.
- Comply with the group's policy and security procedures.