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The role of the Quality Management Specialist is to ensure that we provide the best experience to our customers and to continuously improve world-class quality processes, metrics, tools, and solutions for local operations.
o Perform quality checks on all sales activities;
o Monitoring sales agents’ daily activities (calls, visits, emails, tasks, etc.)
o Provide feedback to the sales agents and sales leads regarding the situations he/she discovers;
o Feedback towards the team concerning the results from the quality management activity - informing emails, clarifying processes and procedures, training sessions, follow-up to make sure it is understood and performed correctly;
o Creates quality reports.
Continuous Improvement proposals:
o Draft and successfully implement improvement ideas that would benefit the team efficiency/quality
o Knowledge Management: create, maintain and provide feedback for work instructions, newcomer guides, etc.
o Provide specific trainings to new comers and existing agents;
o Ensure the new joiners have everything they need in order to perform their activity (. user accounts, knowledge with the internal processes, etc.);
o Coach and provide feedback for new joiners after starting performing the daily activities and for the existing agents.
o Create and hold workshops/share best practices sessions, soft skills trainings
o Making sure that customer feedback is considered and providing corrective and preventive actions
o Making sure that services and products provided satisfy customer needs
Strong background and work experience in Sales or Customer Support;
Strong communication and interpersonal skills – being able to adapt the message depending on the target audience;
Demonstrate understanding of in place procedures and work instructions and act accordingly, with a proven minimal rate of error;
Willingness to help others and proven ability to coach and provide feedback to others;
Experience and proven ability in implementing improvement initiatives;
Ability to develop and sustain strong relationships with different roles and persons;
Problem solving attitude;
Ability to prioritise and manage deadlines in a fast-paced environment;
A demonstrated commitment to upholding high professional ethical standards;
Be energetic, dynamic, positive, enthusiastic and possess the ability to think laterally and act through reasoned decision making;
Possess the ability to implement and manage change in the business;
Possess the willingness to learn, improve and adapt;
Experience in using Excel, Powerpoint and G-Suite.
We’re a global product and tech group. 20+ brands. 5,000+ people. One mindset.
We empower people to upgrade their lives. Our products and services make the exchange of goods and services easy and convenient for everyone. This benefits local communities and beyond, getting one step closer to a world without waste.
Every month, 350 million people use our leading marketplaces such as Avito, letgo, dubizzle, OLX and a dozen other local brands. We’re going for one billion.
We are proud to be different, and we work differently too. We combine the spirit and agility of a startup with the strong backing of one of the largest consumer internet groups in the world, Naspers.
We are allergic to corporate interference and we love to operate in exciting markets. We improvise, experiment and listen to our customers.
We bring together teams to collaborate in an inclusive environment where all voices are heard. We embrace uncertainty and drive change.
We are OLX Group.
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