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OPS QA Specialist - Customer Support (DE)

Berlin · Operations

Why SumUp?

We do things differently. More than 350 enthusiastic employees from over 30 nations work in our Berlin office everyday to offer our merchants the best product and service. If you’re looking for a chance to participate and contribute your ideas, this is the right place for you. We are planning on doing something big and are looking for motivated and creative people to tackle things. If you think that’s you, we’d love to receive your application!

Key Responsibilities

●Maintain thorough knowledge of all company policies, products and processes affecting Customer Service. Attend workshops and training to ensure staying up to date.

●Engage in close collaboration with the Learning and Development as well as Knowledge Management.

● Ensure close cooperation with the Team Leads and designated Specialist Agents of the team.

● Monitor the individual agent’s and the team’s performance and assess conformity to various criteria (compliance, information and process accuracy, soft skills, etc.).

● Analyse various performance data to identify strengths and weaknesses, uncover training needs and track quality trends.

●Provide feedback and coaching strategies for new joiners and experienced agents.

●Identify and track errors as well as procedural and process issues, make recommendations for improvement.

●Maintain a continuous learning environment and ensure an ongoing high level of Customer Service.

 Required

●Ability to quickly gain product and process knowledge and effectively communicate it to agents.

●Excellent communication skills in German as well as the QA team’s language English, both written and verbal.

●Good interpersonal, analytical and problem-solving skills.

●Self-motivation and detail orientation.

●Ability to handle routine tasks.

●Well-defined time management skills

●Discrete (ability to maintain confidentiality).

Desired

●Experience in a Quality Assurance environment in a Customer Service.

●Experience providing performance feedback.

●Experience in coaching

BENEFITS 

  • Family environment, flat hierarchies, small teams, regulated working hours

  • An international and dynamic team with rapid decision making processes

  • Opportunities to further develop within the company

  • Corporate pension plan

  • Training budget and Urban Sports Club partnership

  • BVG discounts, yoga classes, 28 days of vacation

  • Free drinks, fruits, cereals and nuts for everyone

  • Fun: regular breakfasts, cocktail parties, team events, yoga and a kicker

Who are we?

We are the leading mobile point-of-sale (mPOS) company in Europe. We started out 6 years ago and built our payment service from scratch to shake up the industry and wake up the entrepreneur within anyone. We created a unique device that with the smartphone that’s in your pocket, allows small merchants to accept card payments anywhere. From our paperless onboarding to taking the first payment, we make it easy. Traditional offerings leave out small businesses, we don’t. We are open and honest about our pricing and have no hidden fees. Our company enjoys impressive global reach and has since expanded into 31 countries (including Germany, United Kingdom and Brazil) with more than 1000 employees worldwide