In this role, you will carry out our quality audits and evaluate the results. Our goal is to ensure a consistent level of service by giving feedback directly to the team. This way we provide a constant learning experience for our team members while making sure that our members receive the service they need. To succeed in this role it is necessary to keep yourself updated about our product and policies, therefore you will work for at least 10h/week on tickets to really understand our members, partners and the team. To make sure you are ready once you start, you will take care of our members requests within your first 3 months of onboarding, to get a comprehensive insight of what our members need and want.

• Understanding customer needs and requirements to establish and carry out an effective quality control process following a weekly monitoring schedule.
• Deliver results to the Agent and Team Lead and recommend improvement areas and a possible course of action.
• Identify and assess future and current training needs.
• Perform regular CSAT analysis to incorporate customer expectations in the quality audit.
• Support new colleagues in onboarding, especially with regard to high-quality processing
• Assist in the development of any projects identified by the Customer Experience team which are deemed conducive to heightening the quality of organization.
• Monitoring and evaluation of the effectiveness and success of the quality audit and the trainings based on regular intervals and reporting.

• Minimum 3 years of experience in a customer service environment with high focus on customer satisfaction and service quality.
• Preferably some experience in Quality Assurance or related fields.
• Relates to others respectfully regardless of their organizational level, personality, or background
• Expresses own view points tactfully and maintains positive relationships even under difficult or heated circumstances.
• Understands and anticipates member's requirements, expectations, needs, and priorities.  
• Excellent communication skills in English, both spoken and written. Other languages are a plus.

• A free Urban Sports Club L Pro Membership
• We’re working in hybrid mode offering you flexibility to work onsite and from home
• WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
• Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
• Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).