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Quality Lead - Customer Service

Geplaatst 23 mrt. 2024
Werkervaring
2 tot 5 jaar
Full-time / part-time
Full-time
Soort opleiding
Taalvereiste
Engels (Vloeiend)

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Job description

Are you ready to become our new quality champion within a successful CX/CS focused company? As a CS Quality Lead it is your responsibility to safeguard quality standards within 5CA, drive performance towards our Quality & Customer Experience goals and measure and monitor the ongoing quality of service provided in Customer Service together with our operations teams. You will work together with a wide-range of stakeholders and business partners and especially close to the Learning & Development team. Experience in managing a multi-cultural field of stakeholders on a Quality Management System is vital.

This is what you’ll do

Our new CS Quality Lead will be responsible for designing and implementing customer service quality checks, and quality development programs to be used across 5CA’s diverse projects and departments. The Lead is responsible for creating and maintaining a quality assurance structure for all CS activities and is an innovator when it comes to using new products and methods while also able to leverage proven approaches.

5CA operates under a business model based on a virtual platform, with operational activities being deployed from our headquarters in the Netherlands, a base of operations in Argentina and a growing number of remote positions across the globe. The CS Quality Lead ensures that business partners are served with the right performance information, at the right time, in the right format by leveraging a quality management system. Previous experience in CS quality control and working in virtual teams is highly valued.

Your job

  • Evaluate and improve CS quality standards company wide by designing and implementing CS interactions scorecards.
  • Analyze quality metrics and present outcomes to business partners and stakeholders.
  • Make training recommendations based on measured outcomes and liaise with Learning & Development to follow-up.
  • Mentor, train and coach more junior team members on stakeholder management, reporting, calibration and feedback loops.
  • Co-create the roadmap and execute on short, mid -and long-term goals for the quality department.
  • Optimize 5CA’s quality procedures, learning paths, and knowledge content to ensure up-to-date materials are readily available.
  • Safeguard the quality, security and accessibility of CS quality metrics.
  • Liaise and plan with external quality management platform provider to continue making it fit-for-purpose.

Requirements

This is you

  • Experienced as a Quality Management business partner who understands the operational Customer Service environment. Two years of relevant experience is required.
  • A track record of defining and executing Quality Management & process improvement initiatives, designing and maintaining score cards for omni-channel CS.
  • Very high problem solving and organizational skills, and an ability to simplify complex issues into specific action areas.
  • Creative, innovative and tech-savvy in designing quality improvement solutions.
  • Able to define opportunities for change improvement, drive impact analysis and develop business cases for change.
  • A self-starter and quick learner, capable of picking up and adapting to new technologies rapidly.
  • Excellent in English, both written and spoken.

5CA offers

  • A fast-paced & dynamic workplace where every day is different
  • A competitive salary based on market standards
  • A fulfilling position within a fast-growing company with great clients
  • An inspiring environment with young, talented colleagues from all over the globe
  • Great location: our office is centrally located in Utrecht, a two-minute walk from the central station

5CA is an equal opportunity employer

Our culture is shaped by a diverse and multicultural workforce, joining us from all corners of the globe, and we are committed to creating an inclusive environment. Naturally, we do not discriminate against any employee or job applicant because of color, race, religion, sexual orientation, gender, gender identity or expression, marital status, disability, genetics, or age.

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Overig
Utrecht
600 medewerkers