We are seeking a Quality and Coaching Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting Quality&Coaching Executive of Vodafone Turkey.
The accountabilities of this role are :
Make call evaluations in a number determined in line with monthly targets.
Evaluate incoming and outgoing calls according to related the standards, on a department basis
During call evaluations, make notifications facilitating the identification of personal / technical training requirements of the evaluated person.
Identify and report the problems with work and call processes in order to increase NPS and FCR.
When needed, participate in the calibration meetings with the operation teams
Identify and report the customer requests and wishes about the products and services
Create different quality assurance models to ensure NPS and FCR for different business lines
Design and implement efficiency models for Quality Control Team.
Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world.
Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.
Graduate from Business Administration , Economics or econometrics or engineering department.
Proficiency in MS Office applications,
Knowledge and experience about products, services and applications of Telecom .
Project management and analytical thinking skills
Problem solving & decision making
Experience in related field (up to 3 years)
Results-driven and delivery-focused
A good knowledge of research is must
Strong analytical and problem solving skills involving significant and detailed analysis / interpretation
Excellent comment English