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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!

THE FASTEST CUSTOMER HOTLINEWITH YOU BEHIND THE WHEEL

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.

WE ARE LOOKING FOR YOUREADY, HEADSET, GO

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

We have everything you need, and then some
When we say we offer you a lot, we mean it. Here are just some of the benefits you can expect while working with us.

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.

Apply here

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