Customer's Advocate 1
Worldline
Brussels, Vlaams,Brabant, BE
4 dagen geleden

About Worldline Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries.

Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we re just getting started.

We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life people like you.

Quality Assurance Coordinator

Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries.

Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we re just getting started.

We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life people like you.

So if you are a highly skilled Quality Assurance Coordinator looking to make a real impact on the world, join our journey!

The opportunity

You will directly support the Customer Care Strategy and report to the Voice of the Customer & Quality Assurance Manager, in Brussels.

Worldline grows and evolves rapidly, and so does our Customer Care organisation. With the merge of the E-com and Instore operational teams, new products, activities and projects coming our way, more than ever we need someone dedicated to work on the Quality of our Customer Contacts, ensuring our Customers get the right service.

About the team

You will be part of the Voice of The Customer & Quality Assurance Department within the Customer Care Benelux & Western-Europe Organisation.

In Customer Services we want to deliver service with zero effort, personalised & empathic, proactive and by creating value to our Customers.

You will strongly collaborate with other departments & external partners, from Customer Care, Customer Service Intelligence Dept, Sales, Training, our Communication team, to other stakeholders across Worldline entities.

We are committed to continuous improvement. We are always looking for new ways to improve our Service towards the Customer.

You will experience this in your everyday life as a Worldliner.

Your day-to-day responsibilities include

  • In the lead for the Quality Governance & Model within Customer Care
  • Identifying and follow-up of pain-points of our Customer Contacts
  • Strong collaboration with our Partner Manager for the Quality follow-up at our external partners
  • Create Quality Programs
  • Follow up on CSAT : report insights and set up actions to improve it together with the teams
  • Coordinating Calibration & Quality monitoring sessions
  • Signs of success

    As the Quality Assurance Coordinator you ensure that our Quality standards and procedures are met within our Customer Care organisation.

    Through collaboration with our external partner, the Customer Care teams and the Customer Service intelligence department, you build your reputation as a true Quality Assurance Coordinator.

  • You bring our Quality Governance to the next level by centralising all Quality results and data linked with a regular output towards the Customer Care organisation and other stakeholders.
  • Quality issues are tackled by setting up initiatives
  • Tracking the impact and monitoring the evolution of the Quality actions taken
  • Skills we can't do without :

    As our new Quality Assurance Coordinator, you’re not afraid to take the lead :

  • Customer Experience and Quality is part of your DNA
  • Leadership skills : taking the lead to coordinate the Quality Governance
  • Challenger : you are not afraid to defend the Merchant to improve the quality of our service throughout different departments
  • Bridge-builder : building constructive relationships with other departments to improve CX together
  • Problem-solving skills : you possess the knowledge, expertise and motivation to take initiatives to solve problems. You try to find the root cause of recurring business or workplace issues to identify effective solutions.
  • Communicating skills : Fluent in English and Dutch / French, both written as oral.
  • Eagle eyes & Friction Hunter : you have a strong eye for detecting CX or KPI pain points, you like to go in-depth in Customer cases or Customer care reports
  • Creativity : when setting up Quality Programs, creativity is always an added value, Worldline is a big company, use that creativity and Customer Advocacy to jump out!
  • Travelling every now and then is not a show-stopper for you
  • You are a real team player
  • Eager to learn and gain expertise of new products & systems
  • Skills we'd like :

    It would be great if you have the following experience, too :

  • Experience with evaluating and implementing quality assurance tools and processes
  • Root cause Analysis
  • German or any other European languages are always welcome
  • Grow with us, create tomorrow

    At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do.

    We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

    Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

    Learn more about life at Worldline on

    Grow with us, create tomorrow At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally.

    With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do.

    We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

    Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

    Learn more about life at Worldline on careers.worldline.com

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