Customer Service Quality Specialist - FARFETCH

PT Lisbon
21 Jul 2021
22 Nov 2021
Part Time

You will be responsible for monitoring and actively influencing the Customer Service team's Qualitative performance as well Customer Experience, making sure that the quality service requirements in place are fulfilled and the goals consistently achieved. You will also analyze advisors' performance in order to support their development, in partnership with their direct managers. Responsible for creating performance reports and action plans.


    • Monitor contacts (voice and email) between advisors final customers and our teams
    • Contribute to develop advisors' skills and improve their performance by supporting the supervisors with feedback and coaching initiatives as well preventive actions
    • Lead local and global calibration sessions and define action plans for variance reduction
    • Provide training on quality processes, ensuring quality grids and processes are understood by all users
    • Oversee and monitor the development and implementation of the quality improvement program across the teams, report on the activities' completion as well as identify actions to improve performance, processes and advisor and/or customer experience; Convert suspicions from the auditing process into relevant findings, through quantitative analysis
    • Determine and implement a list of actions based on the type of finding (e.g. agent behavior, process reengineering, sale opportunity) Work closely with the Training team to identify needs, cooperate on improvement of new hires training content and continuous training creation, monitoring the correspondent evolution
    • Provide the management with reporting on Quality of Service - e.g. Internal monitoring scores, correlation with C-Sat and other operational KPIs - in order to support strategic decisionsCommunicate key trends across teams, markets, brands and share findings with key stakeholders in the Customer Service, Process, Tools Management, as well other functional leaders seeking for overall improvement
    • Calibrate perception of Service Quality by advisors, management and customers
    • Benchmark Farfetch Service Quality against competitors


    • Experienced in customer service quality assurance Have a degree level education preferred
    • Operational experience and understandingStrong analytical skills and ability to extract relevant insights from sets of data from customer contacts
    • A strong communicator with good relationship management skills;
    • Passion for providing exceptional customer service to both internal and external customers
    • Experienced in working with an international company with multiple stakeholders
    • Ability to work under pressure in a fast-paced environment
    • Highly organized and oriented to analytical tasks
    • Knowledge of MS Excel/MS PowerPoint, advanced level plus analytical & reporting tools (looker, SQL, power BI...)
    • Fluency in English, additional languages are a plus
    • Flexibility in schedule; must be available to work possible evenings, weekends and national holidays when needed

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