Quality Analyst for Customer Service (Italian Speaking)
If you can “speak” Porsche in proficient Italian, this is the job for you. Apply and join us!
We are building Porsche Customer Interaction Center (CIC) in Zagreb, but we can’t do it without you! The Customer Interaction Center (CIC) is the in-house Porsche Customer Service Center and part of Porsche Digital. For Porsche customers and Porsche fans, the CIC will be the first point of contact for all Porsche-related inquiries.
Technical questions about the various products and services are answered in cooperation with experts from the various departments at Porsche. In addition, the CIC answers f.e. questions about the Porsche Shop, the Porsche Museum, and inquiries about suppliers. So you might think of it as a call center, but it’s way better! You will be an essential part of Porsche’s customer success and an active part of the Porsche family.
Qualifications & Experience
proficiency in Italian + English
well-structured and accurate analyst with several years of experience in quality management, ideally in the automotive sector
some knowledge of contact center management processes & IT tools
skilled in developing modern, multimedia-based training concepts
excellent communication skills, both verbal and written
willingness to build deep knowledge and educate agents on dedicated topics
proficiency with MS Office (Excel, Word, PowerPoint, Outlook)
motivated and empathetic personality, but also assertive and self-confident
Your Responsibilities
independent analysis of agent interactions with customers such as calls, emails or live chats as well as customer service cases
identification of overall quality gaps and coordination of definition and implementation of measures for identified gaps with team leaders and trainers
development of plans to continuously improve agent performance and if required, coaching of agents
preparation, realization, and wrap-up of calibrations or quality workshops
conceptual development and delivery of training for new systems and processes
preparation and presentation of quality reporting
development, realization, and analysis of customer surveys and mystery activities as well as identification of customer follow-up activities
SALARY RANGE
2.700 - 3.700 € gross
Stimulating work environment
PERFORMANCE BONUS
We keep each other in check with regular 1-on-1 sessions, as well as 360 reviews twice a year. And if your work is extra-stellar, you’ll get a nice bonus to show for it.
EDUCATIONAL BUDGET
Take a course, buy a book, go to a conference - do whatever it takes to expand your horizons. The educational budget is yours to spend.
FREE LANGUAGE COURSES
We offer paid language courses to help you master English or Italian, so you can take your business communication to the next level.
CHRISTMAS BONUS
In the spirit of the season, we give you a little something extra - for you and your loved ones.
REFERRAL BONUS
Recommend your friends to us! If we’re a match, you’ll be rewarded handsomely… and get some bragging rights by association.
Your well-being
ADDITIONAL HEALTH INSURANCE
Health is wealth. We’ll help you keep both with paid additional health insurance.
MultiSport card
Want to work off those winter pounds? You can do so with a subsidized fitness membership of your choice.
Annual check-ups
Don't wait for the doctor to come calling - get a yearly check-up in a private clinic instead. This will keep you fit as a fiddle.
PAID SICK LEAVE
If you’re feeling under the weather, stay home and let us know you can’t come in. You have 12 days of sick leave per year and they are paid in full.
FUN & COOL STUFF
TRAVELING
Working for a global company means you'll get to travel, visit cool places, and meet new people. Spain? Italy? We bet they’re lovely this time of the year.
FAMILY INCENTIVES
Our family package comes with benefits such as baby bonuses, an extra day off for the first day of school or kindergarten, Christmas gifts for kids, and much more.
FUN & GAMES BUDGET
Every team member has a monthly budget to do fun activities. From escape rooms to karting - whatever you need to de-stress and bond with your team.
CAR AND BIKE PARKING
We’ll make your traveling a breeze by offering free parking for bicycles and subsidized car parking.
FREE POWER-UPS
We have everything you need to fuel your day - whether it's coffee to get your morning started, fresh fruit for a mid-day vitamin boost, or cookies to snack on between meals.
PET-FRIENDLY OFFICE
If you've got a dog that needs to get out of the house for a while, or if your cat is just plain bored and needs some interaction with other humans, come on by with your pal and make it a day at the office. We won't mind at all.