Quality Analyst with French- Porsche Digital CRH -

At Porsche Customer Relations Hub (CRH), we are looking for a Quality Analyst who is motivated, enthusiastic, and customer-oriented. We are passionate about creating a great Porsche experience for the customers and put our customers at the centre of everything we do. 

As an ideal candidate for the Quality Analyst job, you are the driving force behind exceptional customer experience across all customer segments. Your responsibility is to ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to enhance service quality.

Responsibilities 

• Execute intra-day quality monitoring based on quality scorecards and regular calibration​.
• Define quality scorecard for periodic measuring sectors & calculation of score weighting​.
• Gather data and analyse trends or patterns affecting quality; highlight key successes; and share best practices with Customer Experts to guarantee that quality assurance criteria are met.​
• Develop and conduct coaching sessions that address service quality deficiencies and/or improvement opportunities. ​
• Provide structured and timely recommendations for process improvements and training initiatives that will drive quality enhancements.​
• Provide regular reporting on quality status, as well as more in-depth analysis to management and stakeholders​.
• Continuously developing your knowledge and ensuring that your level of expertise is up-to-date to perform accurate quality control.

Accountabilities:

• Maintains and develops internal support and CRH quality standards;​
• Manages customer experts' quality and ensures quality KPI targets ​
• Ensures latest know-how in dedicated field of expertise to perform quality control​
• Ensures continuous feedback loop with Leads and stakeholders to ensure quality in front of the customer.

What you bring along:

• +3 years of experience as a Quality Analyst or similar role
• Ability to provide effective coaching and mentoring to Customer Experts
• Outstanding customer service skills and dedication to providing exceptional customer care
• Excellent verbal and written communication skills
• Proficient in French and English (other language skills are an advantage)
• Exceptional listening and analytical skills.
• Motivated and empathetic personality, but also assertive and self-confident
• Well-structured and independent way of working
• Relevant customer service experience and knowledge of the automotive industry is a PLUS

What we offer

• Competitive salary
• Working in a fast-paced and highly changeable environment
• Being part of the creation of the Customer Interaction Center of one of the world´s leading luxury automotive brands
• Working in an inclusive, diverse, and international team
• Possibility to partially work from home after the initial training months

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