As Customer Service Quality Assurance Manager, you will take on a pivotal role in ensuring the Company’s commitment to exceptional customer service across our global contact centre operations.
We are seeking a dynamic and experienced Customer Service Quality Assurance Manager to establish and lead a customer service quality assurance team.
You will be responsible for developing and implementing quality assurance best practices to ensure consistent and exceptional customer service across five locations, 1000+ employees, and 22 languages.
Your expertise will help define comprehensive quality metrics aligned with business goals, create quality assurance strategies for our multi-site contact centres, and analyse quality issues to identify and implement remedial and preventative measures.
Working closely with key operational stakeholders, you will act as an SME for all things customer service, with key input in objectives and actions to drive the continuous improvement of service delivery.
This is an exciting role to spearhead a key area under development, providing a unique opportunity to establish and shape quality assurance practices from the ground up.
The role includes a competitive salary and benefits package, as well as the advantage of travel to our contact centres in four different continents. Evening and weekend work is a requirement to ensure successful collaboration with global customer service teams.
Preferred Skills, Qualifications, and Experience
Main Responsibilities
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