Quality Manager

Department: Training and Quality

Employment Type: Full Time

Location: UAE

Reporting To: Arthur Zhuravsky

Description

As a Quality Manager for Customer Experience, you will be responsible for ensuring that the customer experience team delivers exceptional service and maintains high-quality standards. You will develop and implement quality management strategies, monitor service performance, and drive continuous improvement initiatives. Your role is crucial in enhancing customer satisfaction, maintaining brand reputation, and fostering a customer-centric culture within the organization.

Key Responsibilities

Management:

- Establish and maintain quality standards, policies, and procedures for customer service operations.
- Develop and implement quality assurance processes and methodologies to assess service performance.
- Lead a team of quality supervisors & analysts and make sure they perform towards the quality goals of CX org.
- Make sure regular audits and reviews of customer interactions, including calls, emails, chats, and social media interactions are conducted and acted upon, including analyzing customer feedback, identifying trends, and recommending improvements to enhance service quality.
Performance Monitoring:

- Hold responsibility for CSAT
- Monitor service metrics and generate reports to evaluate team performance and identify areas for improvement
- Conduct root cause analysis of customer dissatisfaction, and implement corrective actions.
- Collaborate with Learning and Change and cross-functional teams to address systemic issues affecting service quality.
Training and Development:

- Teach quality specialists to provide coaching and feedback to agents to improve their performance and adherence to quality standards.
- Identify training needs and collaborate with the training department to design relevant training materials.
Continuous Improvement:

- Drive continuous improvement initiatives to enhance customer service processes, workflows, and systems.
- Collaborate with cross-functional teams, including Operations, Product, Training, & Change to identify areas for improvement, streamline workflows, and align on customer experience goals. 
- Foster a culture of continuous improvement by promoting best practices and implementing innovative solutions.
- Lead quality improvement projects and initiatives.

Skills, Knowledge & Expertise

• Bachelor's degree in business administration, customer service management, or a related field (or equivalent experience).
• At least 5 years of  experience in quality management, preferably in a customer service or contact center environment.
• Strong knowledge of customer service principles, practices, and industry standards.
• Familiarity with quality management methodologies and tools, such as Six Sigma or Lean.
• Excellent analytical and problem-solving skills.
• Exceptional attention to detail and accuracy.
• Effective communication and interpersonal skills.
• Proficiency in using quality management software and tools.
• Ability to lead and motivate a team.
• Fluent in English. Arabic would be a huge bonus.
• Certification in quality management (e.g., ASQ Certified Manager of Quality/Organizational Excellence) is a plus.