Katowice,

Design solutions to drive safe living and quality of life

Opportunity for a Quality Coach to join Honeywell Building Technologies in Katowice during this exciting time of expansion for our business. The Quality Coach’s primary focus is improving the quality of customer service, analyzing voice of customer, reporting, as well as training and coaching.

 

The core responsibilities:
Customer Interactions:
  • Interact with cross-functional teams (sales, technical support, customer service, etc.) to resolve open activities associated with customer interactions.
  • Perform Case & Call Evaluations associated with customer interactions.
  • Work closely with CX Managers to address areas of opportunity and improve Quality practices within CX.
VoC Follow-Up:
  • Collect & Analyze VoC from Unfavorable Surveys to identify areas of opportunity in CX teams.
  • Work with Supervisors and Team Leaders to address open or unresolved issues from VoC results.
  • Perform overall Customer Follow-Ups to identify areas of opportunity in CX teams.
Training & Coaching:
  • Coach and Train CX Agents on verbal and written communications skills (soft skills) to improve overall Customer Experience.
  • Identify and help to develop CX Agents with low performance associated with evaluation scores and/or negative customer's feedback.
  • Assist with developing a strong On-boarding Experience for recently welcomed team members.
Reporting & Quality Process Improvement:
  • Assist with Reporting & Analytics tasks (dashboards, scorecards, reports, etc.).
  • Continuous Improvement Ideas for Quality processes, and/or Quality platforms & tools.
  • Promote a positive environment and a strong recognition culture within CX teams.
  • Drive strong Customer-Orientation and Proactive behavior within the Quality team.
What’s in it for you?
  • Possibilities to grow within the newly built structures of Honeywell
  • Training and development opportunities
  • Full time contract
  • City center location in Katowice (great commute)
  • Multinational team and management focused on people development
  • Attractive benefits (Multisport card/ medical care/ access to financial adviser, psychologist or lawyer etc.)
Requirements:
  • Bachelor’s degree, or equivalent, majoring in Business, Management or Engineering
  • 3 to 5 years’ experience in a Customer & Product support role
  • Strong Customer Experience mindset
  • Advanced English skills
  • Demonstrate strong communication skills
We value:
  • Intermediate or advanced knowledge of Office 365 Suite (Excel, PowerPoint, OneDrive etc.)
  • Salesforce.com Knowledge
  • InContact Knowledge
  • Quality Central Knowledge
  • Strong Communication skills
  • Strong continuous improvement mindset
  • Able to manage stakeholders at different levels in an organization
  • Experience with Contact Center Management
  • Worked with Virtual teams
About Honeywell
Honeywell is a $40 billion diversified Fortune 100 leader with more than 131,000 employees in 100 countries around the world.  Our core businesses – Aerospace, Building Technologies, Safety and Productivity Solutions and Performance Materials and Technologies – are leaders in their respective industries, driving solutions that make people’s lives better every day. Chances are that there are Honeywell products all around you right now.
 
If this is your dream role, then we'd love to hear from you.
 
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Additional Information

  • JOB ID: req281425
  • Category: Customer Experience
  • Location: Zelazna 4,Katowice,SLASKIE,Poland
  • Exempt
Customer Experience (GLOBAL)

Katowice,

Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.