Customer Service Quality Manager

Job description

Main Purpose

As the Customer Service Quality Manager, it will be your mission to coordinate all activities aiming at ensuring exceptional quality in our services and customer interactions.

Job requirements

Main responsibilities

  • Understand our customers’ needs and expectations in terms of service to outline quality standards, specifications and KPIs
  • Design & oversee CS internal quality processes, procedures, and controls to ensure best in class service is delivered
  • Set up and manage quality reports and other quality documentation
  • Measure, monitor performance and raise quality standard issues or risks to management
  • Identify any areas of weakness and investigate causes, propose & implement solutions
  • Oversee the quality & training function and staff
  • Ensure CS teams gets the knowledge they need to deliver on quality expectations through supporting materials, trainings tools and methods
  • Assess training opportunities for continuous improvement, set goals and establish metrics for success.
  • Monitor, evaluate and report on training programs’ effectiveness, success, and ROI
  • As needed, deliver trainings to CS staff

Requirements and qualifications

  • 2 years of experience as Quality Manager or similar role within a CS environment
  • Experience leading a team
  • Thorough knowledge of methodologies of quality assurance standards
  • Proven experience in knowledge management and training staff
  • Working knowledge of effective learning and training methods
  • Familiarity with e-learning platforms and practices considered a plus
  • Strategic approach to work with data analysis and statistical aptitude
  • Critical thinker and problem-solving skills
  • Great interpersonal and communication skills
  • Ability to plan, multi-task and manage time effectively
  • Highly conscientious and diligent
  • Proficiency in French and/or Portuguese and/or Polish considered a plus