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We are currently looking for a Quality Manager within the Customer Service department in our Düsseldorf offices.
As the heartbeat of our customer service operations, this role plays a crucial part in ensuring a seamless customer experience. As a Quality Manager, you will take ownership of quality KPIs, collaborate with external partners, and implement improvement measures to enhance service excellence.
Your Responsibilities
We are currently looking for a Quality Manager within the Customer Service department in our Düsseldorf offices.
As the heartbeat of our customer service operations, this role plays a crucial part in ensuring a seamless customer experience. As a Quality Manager, you will take ownership of quality KPIs, collaborate with external partners, and implement improvement measures to enhance service excellence.
Your Responsibilities
- Take ownership and control of key quality KPIs by conducting case analysis and evaluations of call recordings and all written communication.
- Monitor daily, weekly, and monthly performance metrics to ensure transparency and alignment with contractual agreements.
- Serve as the first point of contact for all quality-related matters with external service providers.
- Serve as the first point of contact for all quality- related matters with internal stakeholders.
- Conduct quality audits, including case reviews, voice recordings, and side-by-side monitoring.
- Create and share quality performance reports (weekly, monthly) with key stakeholders.
- Initiate and monitor improvement measures to address identified gaps and enhance performance.
- Align with external contact center partners to ensure process compliance and quality improvements.
- Align with our training manager to improve areas of focus.
- Align with process managers to improve efficiency of our frontline agents.
- Maintaining the quality related areas of our IVR tool (Speech analysis, score cards, Call and screen recordings)
- Monitoring and analysing error rates for specific processes, ensuring a systematic approach to identifying root causes.
- Developing and implementing strategies to improve CSAT scores, focusing on delivering exceptional customer service.
- Maintaining the quality related areas of our IVR tool (Speech analysis, score cards, Call and screen recordings)
- Monitoring and analysing error rates for specific processes, ensuring a systematic approach to identifying root causes.
- Developing and implementing strategies to improve CSAT scores, focusing on delivering exceptional customer service.