Customer Service QA Agent
PL-Wroclaw
EMEA | English
Req #: 41680
Type: Regular Full-Time
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Overview: Join a team that is changing millions of lives. Transforming smiles, changing lives. At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what's possible. Ready to join us? About this opportunity Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign (r) is looking for a Customer Service QA Agent. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Customer Service QA Agent should ensure quality service and operational performance within the parameters of program and delivery standards. Works with various departments to develop and implement tools and process improvements to enhance efficiency and effectiveness. Utilizes custom and standard software programs as well as manual research efforts to review and analyze transactions and customer records and subsequent written and verbal feedback. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign(r)) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles. The location of your office will be Wrocław. We can offer a hybrid work model (2 HO days). In this role, you will * Monitor and evaluate interactions (calls, tickets, chats, messages) of Customer Success team members. * Review and analyze metrics and KPI's data obtained through the evaluations and dashboards. * Provides effective feedback for corrective and preventive actions. * Perform calibrations with team members and stakeholders to reinforce good practices. * Utilizing company standard software and applications, document QA findings that are shared with customer success personnel and management for review. * In charge of conducting the work and being responsible for departmental projects with no supervision * Conduct customer-related investigations for Management, assessing individual, process performance, and organizational performance. In this role, you'll need * High School Degree. Technical Degree is a plus. * 2-3 years of related experience. * Proficiency in English. * Quick problem solving, attention to detail and decision-making skills. * Strong communication capabilities, both written and verbal. * Capacity to work cross-functionally. * Ability to use cause-and-effect analytical thinking. * Deep business products and service knowledge. * Introductory project management skills. * Yellow Belt Sig Sigma certification is a plus. * Basic Level Excel certification is a plus. Sound like a good fit? Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network. About Align Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials. By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work - these are just some of the things employees say make Align Technology a great place to work. We respect your privacy. Please review our Applicant Privacy Policies for additional information. Global Diversity Statement: At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time. Equal Opportunity Statement It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire. Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link: Align Technology (Poland).pdf #LI-AB1 #LI-Hybrid Responsibilities: ABC Responsibilities Qualifications: ABC Quals
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