Quality & Business Development Analyst with Italian

At Ford Motor Company, we believe freedom of movement drives human progress. And as you start your career journey, we also believe in providing you with the freedom to define and realize your dreams. With all our incredible plans for the future, there’s no better place to jump start an amazing career than Ford.

Ford Business Solutions Romania is looking for a

Quality & Business Development Analyst with Italian to join our Ford Credit Team in our Bucharest office.

Why Join Ford Credit?

We're committed to fostering a vibrant and supportive business environment. We believe in investing in our people! You'll have opportunities for cross-training in various areas of the business, helping you expand your skills, gain wider business knowledge, and build a fulfilling career path right here at Ford.

Purpose of the position

Constantly monitors quality indicators and manages customer requests, with special attention to the vulnerability, ensuring that all complaints are resolved promptly, according to procedures. It also updates internal documentation based on changes and provides technical support to dealers in the use of Ford Credit applications, thus facilitating an efficient flow of credit proposals and the implementation of corrective measures based on customer feedback.

What will be your roles and responsibilities in the team?

• Developing, creating and maintaining data reports on Ford Bank's key operational figures (on a regular basis and as necessary in order to inform the management of Ford Bank Italia and Ford Credit Europe (FCE) as well as risk control (e.g. BLESS, Medallia)

• Developing, creating and maintaining various modules or products in Ford Bank systems (on a regular basis and as required)

• Quality control and analysis - Carrying out regular process checks (e.g. new operational processes) for the purpose of quality control

• Daily monitoring and monthly analysis of the quality results recorded in the Medallia platform, identifying trends and areas that need improvement.

• Ensuring efficient and timely contact of detractor clients identified in Medallia, according to internal procedures and within established intervals, in order to manage negativity and implement appropriate corrective measures.

• Organizes and coordinates monthly and quarterly meetings with management to present quality results, action plans derived from the analyses carried out and observed trends in customer satisfaction, ensuring good communication and involvement in the continuous improvement process.

• They handle complaints, ensuring that all interactions are handled according to established procedures and work instructions.

• Conducts monthly analyses on NPS detractors and complaints received, developing statistics and identifying trends in customer behavior, based on which it formulates and proposes action plans for the continuous improvement of the results and services offered.

• It maintains contact with debtors through various communication methods to clarify uncertainties and to discuss and evaluate possible proposals for out-of-court settlement of outstanding debts.

• He is responsible for recording every interaction through which he provides assistance to clients or external agencies, using the systems provided by the project.

• Supporting compliance processes according to global standards

• Processing of questions received from customers regarding "stored information" or questions from credit agencies regarding the reason for the complaint

• Responds to requests for information from Official Bodies, including Courts, and other relevant institutions.

• Report to the manager any incident encountered during the processing of the request.

• Open and manage tickets to technical support for incidents related to the operation of applications, following the fast and correct implementation of solutions to ensure the continuity of processes and minimize the impact on the activity.

• Open tickets to gain access to the applications used and track their resolution

• Ensure compliance with procedures during the processing of each task.

• Meet your goals both individually and collectively.

• Performs other tasks related to the project at the request of the line manager.

• Participates in meetings organized by the hierarchical superior, client or other departments.

• He can present his activity report to the manager, if requested.

• Inform the line manager of any business or project opportunities that may arise.

• Is responsible for reporting to superiors any suspicious activities that may be illegal or that may involve money laundering or tax evasion

Are we looking for you? Yes, if you have:

• Experience: preferably 1-3 years of experience in similar roles, with experience in data extraction and report creation

• Known foreign languages:

- Advanced level Italian knowledge, written and spoken

- Intermediate level English knowledge, written and spoken

- Knowledge of other foreign languages is a plus (example: French, Spanish, German, etc.)

Soft skills:

• Problem-solving attitude, decision-making, analytical skills

• Results-oriented, positive attitude focused on finding solutions

• Ability to work independently, organizational skills to guarantee quality and on-time delivery

• Ability to work in a team and adaptability on several levels of the organization

• Professional integrity

• Good communication skills (writing/speaking), facilitating collaboration

• Motivation, ambition and ability to make decisions

• Excellent interpersonal skills

What you’ll love about us:

• Flexible Hybrid Work

• Generous Vacation Plan and extra bonuses during Vacation, Christmas, Easter and March.

• Annual Performance Bonus

• Bonuses for Special Family Events

• Transportation Allowance

• Exclusive Car Purchase Programs for team members.

• Meal Tickets

• Medical subscription

• Team Events & Social Gatherings to build connections and have fun.

• Bookster Subscription for access to books and resources.

• Fresh Fruits in the Office to keep you energized.

• Discounts on Gym Activities & Local Restaurants for healthy living and dining out.

• Mental Health Care Program because your well-being matters.

• Volunteering Opportunities to give back to the community.

• Modern workspace just steps away from the metro station.

Location: Bucharest

If you're ready to take on an exciting challenge and contribute to a great team, we'd love to hear from you!

Please note that we currently run background checks as part of our recruitment process pending a successful interview.