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Voor een directe eindklant in Diemen is Harvey Nash op zoek naar een Quality Analist.

Start: 1 september

Duur: 3-6 maanden

The unit Consumer Fixed is a new business unit formed within the Consumer department per 1/9/2017. Below assignment is a role which also should be able to present at MT level for outcomes.

A 3- 6 months period with the following assignment / project:

1. Setting up continuous feedback runs from different channels (service center, mechanics, stores, web) towards marketing and back.

2. Ensure that support info is available across all channels (via website, forum and telephone / fb customer service)

3. Further inventory of improvement points

4. The establishment of a two-week operational (substantive) reporting

Targetly, the current transactional NPS is from -22 (current score in good week) to -10 (average in Q4). This target is for all people working within the organisation to Consumer Fixed. This plan and the work already carried out are the biggest basis for this.

All of the above is about Fixed Broadband and Fixed Telephony.

Competences:

HBO / Academic educated

Able to work independently

Able to think at process level

Analytical skills

Can work project wise

Motivating people into the project result

Experience with call centers and customer experience is a must

Telecommunication experience is an advantage

Locations: Diemen and Groningen

Milestones: after month 1 and month 3 follow calibration points to determine which form we continue

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