Customer Service Quality Assurance Manager
2 days ago
We are seeking an experienced Quality Control Manager to lead and oversee our quality assurance processes. As a broker, we partner with leading courier services to offer our customers the best possible delivery options.
Key Responsibilities- Quality Standards: Develop, implement, and maintain quality standards for customer service interactions.
- 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.
- Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
- Root Cause Analysis: Investigate recurring service issues and work with relevant teams to resolve underlying problems.
- Education: 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 are a plus.
- Technical Skills: Proficiency in customer service software and experience with parcel tracking systems.
- Leadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitors.
- Customer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experience.
- Communication Skills: Excellent verbal and written communication skills and fluent English.
- A collaborative and dynamic work environment.
- Opportunities for career growth within a fast-growing company.
- Competitive salary with performance-related bonuses.
- 20 days holiday per year (plus bank holidays)
- A paid day off on your birthday
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