Détail du poste

Within your #OneTeam

- Your mission is to measure the quality of French customer contact processing through quality audits carried out on all channels and ensure that these are distributed.
- You do this by ensuring that the defined procedures, tools and good soft skills practices are applied correctly.
- You are constantly looking to optimize the level of customer relationship by implementing corrective actions and continuous improvement for the support teams.

Your main responsibilities :

1.Ensure quality measurement of contact processing

- Carry out multi-channel (telephone, mail, chat) and multi-lingual (at least French and English) quality audits: speech and soft skills, quality of the response provided, respect for processes.
- Monitor, analyze and communicate quality assessment results through regular reporting to relevant teams.
- Identify and escalate non-compliance and process/tools that can be improved

2.Propose action plans in line with audit results and follow-up

- Identify focus points while supporting agents and managers in their development.
- Participate in the development of agents' skills and lead organized instances: debrief/coaching agents, monthly meetings with managers.
- Ensure that information essential to meeting quality requirements (knowledge base, templates, etc.) is properly disseminated.

3.Organize and lead relational workshops

- Organize and animate workshops
- You also work in collaboration with our LSM, Knowledge, Training Center teams.

Your future impact

In 6 months

And in 1 year

Skills required :

- You have an innate sense of customer, you cultivate excellence in customer relations.
- You are objective, educational, rigorous and organized.
- You will need to work on Excel, Powerpoint, Confluence and Tableau.
- Following the emergence of AI and ongoing projects, you have an interest in activities related to artificial intelligence and writing prompts.
- You have a good written and oral communication capacity in English and in French (B2 level min).

That's a plus :

- You have broad knowledge of all OVHcloud products and services.