General Information

Req #
WD00019687
Career area:
Services
Country/Region:
Germany
State:
North Rhine-Westphalia
City:
Essen
Date:
Monday, December 20, 2021
Working time:
Full-time
Additional Locations: 

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

As Premier Support Quality Assurance Specialist you will be across the entire end-to-end customer support journey and drive continual improvement.

Using a very structured, robust and methodical approach across each day, week and month you will maintain positive momentum and achieve desired results. You will become intimately familiar with the many tools and reports available to monitor, review and analyse calls, emails and support ticket and use them to identify improvement opportunities.

Working in collaboration with management, Technical Account Managers and senior technical teams you will act as their eye’s and ear’s and help to develop and implement improvement initiatives and corrective action plans. You will have a very clear vision of what an exceptional service experience looks like and a plan to deliver.

You will be reporting to Technical Support Manager based in Germany.


Key Focus areas


• Soft skills (verbal and written) including Greetings, Active Listening, Tone, Rapport Building, Confidence, Dead air, Expectation setting
• Documentation (Case notes) Quality, Completeness, Formatting & Consistency
• Case Management (Efficiency, Progression, Action Plans, Customer Updates, Case Closure)
• Compliance with established Policy and Processes and identification of Policy and Process gaps

Day-To-Day Tasks:


• Identify reporting and governance requirements to streamline QA processes
• Use and Maintain tools and reports to monitor, review and asses all aspects of customer support experience.
• Identify gaps in behaviors, policy, processes, training and tools leading to less than exceptional support experiences
• Provide regular reporting back to management and periodically share focus items with wider team
• Provide on-the-spot coaching to frontline L1 agents and develop individual action plans in collaboration with manager
• Develop and Deliver relevant training for the L1 team, new employees and individuals
• Develop corrective action plans in collaboration with Manager, TAM and L2 teams


Key Competencies Needed:


• Well organised with a structured and consistent approach to Quality Assurance
• Ability to coach and mentor L1 frontline agents in a constructive and effective manner
• Excellent written and verbal communication skills (GER,ENG) and ability to present / host
• High standards and high attention to detail
• Ability to think outside the box and come up with new and innovative approaches to drive continual improvement
• Business fluent German and English


What Lenovo can offer You:

 

• An open and stimulating environment within one of the most forward-thinking IT companies 

• Opportunities for career development & growth 

• Access to trainings for personal development 

• An international team with a high focus on Gender Diversity 

• Attractive compensation package and Performance based rewards 


Does it sound interesting? Please check this article to see what our team says on Lenovo Premier Support team: https://bit.ly/3bcl2pu

At Lenovo we are proud to be an equal opportunity company. This vacancy certainly applies for people with disabilities, too.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.