DCA Process Specialist - Italian/Spanish/Portuguese/Dutch/French/Norwegian Speaker
Job Summary: We are seeking a highly skilled and self-driven professional to join our team. The ideal candidate will possess excellent organizational, analytical, and communication abilities. With a strong focus on customer satisfaction and process excellence, the candidate will effectively handle escalations, manage transactions, and contribute to process improvements.
Key Responsibilities:
Customer Interaction:
* Handle and resolve escalations at the process level to ensure high customer satisfaction.
* Provide expert consulting services and address complex queries.
* Proactively anticipate and answer questions from internal teams and end customers.
* Interpret program and policy guidelines to provide effective solutions.
* Review documentation to ensure compliance and accuracy before finalizing.
SLA Compliance:
* Execute transactions per prescribed guidelines and timelines to meet SLA targets.
* Participate in daily huddles and provide training or input on processes to ensure predictability in delivery.
Process Compliance:
* Adhere to quality standards during transaction processing.
* Conduct Quality Control (QC) and Quality Assurance (QA) programs as part of the quality plan.
Knowledge Management:
* Review and validate inputs from team members to create case studies and FAQs, capturing tacit knowledge.
Process Reengineering:
* Participate in ideation processes, produce documentation, and train the team on reengineered processes to meet commitments continuously.
Talent Management (People Management):
* Support the Team Lead by training team members on processes and domains to enhance engagement and satisfaction.
Essential Qualifications, Training, and Experience:
* Excellent planning, organizational, and coordinating skills.
* Fluency in English and one additional required language.
* Proficiency in Microsoft Office Suite.
* Ability to work both independently and as part of a team.
* Strong analytical and problem-solving skills.
* Capability to deliver insights through analytics.
* Attention to detail and adherence to policies and processes.
* Proactive self-starter with the ability to achieve results independently.
Desirable Qualifications, Training, and Experience:
* A third-level degree, preferably in a business or language discipline.
Personal Attributes:
* Strong communication skills with a focus on customer satisfaction.
* Ability to challenge assumptions constructively and professionally.
* Excellent judgment and decision-making skills.
* Capability to deliver results in an ambiguous environment.
Why Join Us? We offer a collaborative environment where you can thrive independently and as part of a supportive team. Grow your career while contributing to innovative process improvements and customer satisfaction excellence.
Seniority Level
* Not Applicable
Employment Type
* Full-time
Job Function
* Customer Service
* Industries
* Telephone Call Centers
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