Junior CX Quality & Development Specialist - e-Xperience Associate

As a Junior CX Quality & Development Specialist at Allegro, your primary responsibilities include supporting customer service advisors to achieve their goals, collaborating with various stakeholders to enhance quality services, and analyzing customer service processes for optimization. You will also manage the internal knowledge base to facilitate effective communication and training for employees, ensuring everyone has the resources they need to excel.

To qualify for the Junior CX Quality & Development Specialist position at Allegro, you should have knowledge of customer service processes and experience in writing standards and preparing detailed analyses and reports. Proficiency in root cause analysis (RCA) is critical, along with advanced English skills (B2+ level). Your ability to communicate with clarity and optimize processes will make you a strong candidate for this role.

Allegro provides a wide range of benefits for the Junior CX Quality & Development Specialist position. You will enjoy mentorship throughout your journey, opportunities for professional development, and access to exciting challenges. Additionally, Allegro offers a hybrid work model, an array of fringe benefits through a cafeteria plan, and a supportive work environment among top-class experts.

While prior experience in quality analysis and customer service is beneficial, it is not the sole requirement for the Junior CX Quality & Development Specialist role at Allegro. A strong understanding of customer service processes and the ability to analyze and improve them is crucial. If you are eager to learn and adapt, you may still be considered for the position.

At Allegro, the hybrid work model for the Junior CX Quality & Development Specialist role allows flexibility in your working environment. While collaboration in our Poznań office is encouraged for teamwork and mentorship, you'll have the option to agree on a work arrangement that suits your needs with your leader and team. This approach ensures you have both community and independence in your working style.

When answering, focus on specific processes you have worked with, detailing how you've contributed to improving customer service in previous roles. Use examples that show your understanding of essential metrics and how analyzing data can lead to better customer satisfaction.

Discuss your approach to identifying gaps in service quality, such as conducting RCA or gathering feedback. Emphasize systematic solutions you’ve implemented to address these issues, ultimately leading to improved customer satisfaction.

Highlight your familiarity with analytical tools and techniques. Share specific instances where you've successfully utilized data to derive insights, provide actionable recommendations, and enhance service quality.

Explain your organizational skills and any tools you use to prioritize effectively. Discuss strategies such as the Eisenhower Box or time-blocking that you implement to ensure each task gets the attention it requires.

Provide an example of a report you've prepared, detailing its objective, the process of gathering data, and how you presented actionable insights. Emphasize clarity, simplicity, and how your findings impacted service quality.

Articulate your belief in clear communication as vital for successful customer interactions. Share examples of how effective communication can resolve issues and foster customer loyalty, demonstrating its significance in service quality.

Mention specific tools or software you've used in your work. Explain how these tools help streamline processes, gather customer feedback, and analyze service performance, thereby enhancing the overall customer experience.

Discuss your openness to feedback and how you leverage it for personal growth. Provide examples of past criticism you've received and how it led to changes in your approach or methodology.

Your response should reflect a genuine passion for helping others and improving service quality. Share personal anecdotes or experiences that helped cultivate your motivation and focus on making a positive impact.

Highlight your admiration for Allegro's commitment to customer service excellence and innovative e-commerce solutions. Discuss how the values and opportunities for growth at Allegro align with your career aspirations.