Beschreibung

Quality Specialist 80 - 100%Are you passionate about the customer, do you have a talent for solving complex issues, and are you convinced that quality must be proactive and not simply reactive? Then join Neho as a Quality Specialist and become the benchmark for excellence in our company.Neho is one of the leading real estate agencies in Switzerland. We are convinced that selling a property should be a simple, transparent, and positive experience. With an average customer rating of 4.8 out of 5, we are proud of the trust our clients place in us and determined to continue raising the bar ever higher. We are creating a dedicated Quality function to improve the customer experience, resolve problems encountered by our clients more quickly, and raise the level of service quality across the entire company.As a Quality Specialist, you contribute directly to strengthening our clients' trust by overseeing all customer issues and escalations in French-speaking Switzerland. You analyze root causes, ensure mediation between clients and agents, work on the resolution of disputes, and implement systemic measures to prevent problems from recurring. Reporting to the Head of Operations, you have the authority and visibility necessary to make things happen.Quality Specialist 80 - 100%Your missions- You play a key role as a trusted point of contact for all customer issues and escalations in French-speaking Switzerland, replacing the current management, which is fragmented between several managers.- You investigate each case: you analyze the source (process problem, agent error, product bug), identify root causes, and propose solutions.- You ensure mediation between clients and agents: direct contact with clients, resolution proposals, negotiation in case of refund requests.- You manage the entire lifecycle of customer issues: first contact, processing with finance, feedback to the agent.- You define and maintain Neho's quality standards: checklists for each step of the customer journey, target response times, scripts, and email templates.- You conduct quality audits in the field: listening to calls, reviewing client files, accompanying agents during site visits to evaluate service quality.- You implement and monitor NPS surveys: post-sale seller, buyer, trend analysis.- You manage customer feedback on public channels (Google reviews, real estate portals) with professional and quick responses.- You coordinate quality topics with Strike Advisory: quality of leads transmitted, process improvement proposals.- You produce monthly quality dashboards: volume of issue resolution, trends, NPS evolution.- You identify recurring patterns and propose systemic corrective actions, thus transforming reactive issue management into a proactive quality approach.What we offer- A newly created position with an impact on the company's revenue and customer satisfaction.- A clear career path, accompanied by measurable performance indicators and a bonus linked to performance.- Direct interactions with clients, agents, and management: high visibility within the company.- The opportunity to build a quality function from scratch, within a company that places real importance on the customer experience.- Modern equipment and user-friendly digital tools.- A scale-up culture, flat hierarchies, and short decision-making circuits.- A hybrid work model with the possibility of working up to 2 days per week remotely.- 5 weeks of vacation + additional days based on seniority, possibilities for remote work from abroad, fully paid leave, regular team events, and much more!Your profile:- Confirmed experience in customer service management, issue management, customer experience, or quality assurance (minimum 3 years).- Prior professional experience with a private clientele (B2C), for example in insurance, retail banking, hospitality & tourism, luxury retail, or a similar sector.- Experience in the real estate sector is a plus but is not essential.- Excellent communication and conflict management skills: you remain calm under pressure.- Solid analytical skills: ability to identify trends in data and translate them into concrete actions.- Experience in implementing quality approaches, NPS surveys, or customer experience programs.- Native level of French; fluent English is a plus.- Firm: you defend the interests of the client while protecting those of the company.- You are comfortable building processes from scratch and thrive in environments where structure is still being put in place.- You are convinced that quality is not a department, but a culture. jid559f1b9aen jit0625aen jpiy26aen