Support Quality Specialist

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we serve customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35+ nationalities .

3Shape as an employer is committed to Ukraine . Our UA office has a 16 year-old history, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our employees who are called to the military service, as well as care about our employees’ mental health by implementing different supportive activities.

If you are looking for stability and confidence in your future, we are the right place for you.

Your key responsibilities will be:

• Review support cases and listen to calls weekly, perform evaluations, coach support agents, and contribute to overall case quality review and call quality review project development.
• Provide regular reporting to Support Management on teams quality performance as one of the main KPI drivers, gather feedback, and monitor the progress.
• Address pain points by providing regular training to support teams.
• Cooperate with business analysts, internal trainers, Support Leadership team, 3rd line, product insights, and quality teams in other regions.
Initiate and drive improvements i.e. in automation, and power bi reporting.
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To succeed in your role, you should possess the following skills and competencies:

• Experience in supporting TRIOS or Lab Software & Hardware is a plus.
• Strong analytical and multitasking skills.
• Scrupulousness, impartiality, high level of responsibility.
• Ability to structure and process large amounts of data.
• High level of organizational skills, and ability to build processes from scratch.
• Strong motivation to improve the support quality in the EU region.
• Proficiency in French or Spanish or Italian or German is a plus.

Being the part of us means:

• Meaningful work that helps to change the future of dentistry
• Work in a unique professional, friendly and supportive environment
• Constant professional growth and development
• A healthy work-life balance
• Possibility of flexible remote work
• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; compensation of lunches; paid sick leaves and child sick leaves; maternity and paternity leaves etc
• Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
• A parking lot with free spaces for employees
• Occasional business trips to Western Europe
• Opportunity to become a part of the success that 3Shape has created over the past 22 years.

Want to join us and change the future of dentistry?

For more information, visit our web-site: www.3shape.com or contact by email recruit-ua@3shape.com.

Information about our open vacancies you can find here: www.3shape.com/...porate/Careers/#vacancies

You can follow us on social media :
www.facebook.com/3Shape