Janine D.
Senior Quality Improvement & Training Customer Care @Doctolib
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WORK HISTORY
Senior Quality Improvement & Training Customer Care @Doctolib
Berlin, DE
focus areas: • Training: coaching, workshops and training of the existing team, new joiner, managers, and other colleagues• Quality assurance: evaluation of calls and mails, creation of reports, CSAT related training and coaching• Strategies: development of slides, tests, trainings, templates and new processes• Knowledge: creation and maintenance of a knowledge platform/website for the team, regular updates, collecting information from different departments, documentation of processes, red lines, meetings, etc. • Recruiting: interviewing potential agents • Across departments: social media support, business reviews, crisis management, etc. • Teams: Product Support, Account Support, Technical Services, BPO/Webhelp, Key Account and Managers→ tools:• 360° Learning, G-Suite (slides, forms, sites.), Salesforce, Slack, Kahoot! and others
ABOUT JANINE D.
The challenge of modernity is to live without illusions and without becoming disillusioned.\" Antonio Gramsci
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