Job Description
This position is remote-friendly.
Our Customer service
Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service.
Led by Mathilde, the internal team focuses on building strong and efficient processes to make sure that our outsourcing partners can deliver outstanding results!
What you will do
You will drive the entire quality, training, and knowledge strategy for the Care Team to ensure we reach and keep the standards of excellence we strive for. You will split your time between building up new processes through projects and operating them. At Joko, we also believe that outstanding Care comes from a deep understanding of our user's issues and the struggles of the team answering them. Therefore, you’ll spend about 30% of your time answering tickets. This percentage will gradually reduce as you build a great understanding of our users and our quality processes become more sophisticated.
Your responsibilities:
Indirect Management: You lead a group of quality specialists working for our partners. You guide them in their quality approaches and challenge them on their results.
Auditing: You design auditing processes (scorecard, Audit tooling, Ticket selection, calibration) aiming at helping agents grow. You also operate them performing audits or coaching yourself.
Knowledge: You are the owner of our knowledge base. You maintain it up-to-date by processing feedback and looking at the data on article usage. You coordinate internally with other teams, anticipating new product releases and tooling evolution.
Training: You build a ‘train the trainer’ program and ensure that our onboarding is qualitative, so agents can be productive fast. You also support the ramp-up of the team.
Performance monitoring: You monitor quality-related metrics (audit results, CSAT, knowledge base usage, etc.). You deep dive when identifying issues and constantly ensure that we deliver outstanding results by coordinating with our partners.