CONTROLEUR QUALITE SENIOR GESTION DE LA RELATION CLIENTS

Role Summary

The quality controller is responsible for the performance of the back office teams in their mastery of speech and their interactions with end customers.

Its missions are

• Daily audit the calls/acts processed by the consultant on the basis of the rating grid put in place
• Carry out debriefs and formalized feedback to consultants
• Define, implement and deploy training materials to achieve the expected quality of service
• Produce weekly and monthly reports relating to quality monitoring of the activity + propose corrective and preventive action plans
• Ensure that action plans are implemented in accordance with what has been decided
• Update grids and grading scales
• Detect and escalate calls or processing deviations to the quality manager/quality coordinator and the management team concerned
• Be a source of proposals in the context of improving quality on the project
• Ensure the skills development of consultants in Customer Relationship Management (Debriefing, tutoring, workshops, quizzes, etc.)
• Participate in calibration points with production and the ordering customer
• Identify future training needs (Customer Relations, profession, language, etc.)

Requirements

• Graduate of a Bac+3 in Computer Science or equivalent diploma.
• 5 to 10 years experience in the field.
• Significant experience in customer relationship management within a Call Center
• Ability to train
• Sense of communication (written and oral)
• Punctuality and exemplarity
• Organizational skills
• Abilities to manage stress
• Good command of IT tools
• Sense of listening and analysis
• Sense of teamwork
• Ability to assert oneself
• Able to defend one's point of view diplomatically

Takes a step back and demonstrates emotional and situational intelligence.

Benefits

You are rigorous, creative, curious and you like working in a team and developing your skills in a dynamic environment. You are interested in service professions and you want to evolve in a friendly environment, join us!

About the Company

Based in Dakar, ALTEN Senegal is the subsidiary of the ALTEN group, world leader in engineering and technology consulting. Today, it plays a key role in supporting the professional development of engineers in West Africa, and supports the development strategy of its clients in the areas of innovation and technological information systems.

Our mission: to meet the technological ambitions of our clients – major international clients – in the automotive, rail, IT, telecommunications and media sectors.

Joining ALTEN Senegal means integrating an ecosystem of excellence and benefiting from:

• A personalized and evolving career path
• An ambitious skills development policy
• A stimulating, collaborative and meaningful work environment