Hande Diler Email & Phone Number

Manisa, Türkiye

- Keeping the operation quality at the highest level by providing the team's work plan and coordination.- Conduct all service quality assessment and initiate preventive activities in line with the determinations.- Audit and approval of the work carried out by the Quality Analysis Team.- Responsible for controlling the speech quality of the teams meeting with the customers, detecting the non-conformities, and managing the improvement activities.- Performing and reporting measurements where necessary for calls heard by quality team and experts.- Responsibility for developing activities to increase service quality.- Ensuring that the detected deficiencies are reported to the operation management instantly and regularly in addition, follow-up of improvement activities.- Responsibility of the team to carry out and control also follow-up work plans.- Checking and approving the prepared call assessment results.- Follow-up, control and approval of announcements to be made to the operation department.- Regarding Case Studies; determination of the current situation, root cause analysis and action stages also sharing the results with the relevant responsible.- Recruitment of new staff for Quality Analysis Team.- Follow of the performance, productivity and quality targets of the team and to carry out studies for improvement.- Identify the training needs of the team and follow up on the Training Plans in preparation period- Analayse and presentation of monthly quality and performance reports.- Establishing and implementing methods that improve service quality and ensuring coordination of operations with Support sections.- Establishing call evaluation parameters and updating them in accordance with current needs and monitoring them.- The responsibility of staff serving to maintain operational quality, to monitor quality performance, to perform quality assessment and feedback, and to make written warnings to personnel where necessary.

Manisa, Türkiye

- Routing and auditing work done by the quality team.- Measuring and reporting of calls heard by quality team employees and experts.- Track and improve the team's performance, efficiency and quality goals.- Follow up on the preparation of training documents and follow up on the updates of existing documents in line with operational requirements.- Responsibility for monitoring the feedback and giving written warnings, making and distributing monthly-weekly reports.- Follow up on the work performances of the Quality Team and create an action plan for their Personal Development and coach individually.- Responsibility for developing methods to increase service quality.- Responsibility for control of call evaluation results.- Providing mutual information flow with other departments in line with operational needs.- Responsibility for taking part in the recruitment process, preparing the exams and evaluating the results in the stages of the election process.- Follow of the performance, productivity and quality targets of the team and to carry out studies for improvement.

Manisa, Türkiye

- Social Media Channels Responsibility, management of the team.- Evaluation and conclusion of all requests from Social Media.- Responsibility of the Customer Complaints Management Team, performing service audits, taking the defenses of the services over the system and managing the necessary warnings.- E-Stores Customer Service responsibility, managing the team.- Monitoring and resolving issues that may occur after online sales, tracking incoming claims and finalizing them with relevant units.- The legal documents have been discussed with the lawyers and the authorities have said that the defense papers have been submitted to the relevant authorities follow-up until transport and conclusion.- Conduct and report teams' monthly performance assessments.- Providing process training for new personnel.

Manisa, Türkiye

- Directing and monitoring the Call Center Team.- Responsibility for reporting the Call Center team to the Technical Manager by performing monthly performance measurements.- Intervening in a timely manner for all faults and problems in the products of the consumers, directing and following up the service for customer satisfaction.- Responsibility for working and reporting with the Spare Parts Warehouse for supplying foreign and domestic parts for products.- Monitoring and resolving issues that may occur after sales, tracking incoming claims and finalizing them.- All services, service inspections and reporting to the relevant Regional Manager.

Bachelor'S Degree, Business Administration And Management, General, 3

Education record