Quality Control Expert Leader
3 weeks ago
We are seeking an experienced Quality Control Expert Leader to lead and oversee our quality assurance processes at Parcelvision.
Key Responsibilities- Develop and Implement Quality Standards: Establish and maintain quality standards for customer service interactions, ensuring timely and effective issue resolution by phone, chat, and email.
- Monitoring and Auditing: Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvement.
- Training and Development: Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectations.
- Process Improvement: Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvements.
- Compliance Management: Ensure the customer service department adheres to legal and regulatory requirements (e.g., data protection, GDPR).
- Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
- Bachelor's Degree: In business administration, operations management, quality assurance, or a related field.
- Experience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting.
- Certifications: Quality management certifications (e.g., Six Sigma, Lean) are a plus.
- Technical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems.
- A collaborative and dynamic work environment.
- Opportunities for career growth within a fast-growing company.
- Competitive salary £45,000 per year with performance-related bonuses.
- 20 days holiday per year (plus bank holidays)
- A paid day off on your birthday
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