Customer Service Quality Manager

Há 6 dias

Rondônia, Brasil ParcelHero Tempo inteiro

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.

In 2025, we will be rolling out worldwide our new cutting-edge TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders into a central shipping platform and ship on their own carrier accounts.

Job description

**Your responsibilities**:

- 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.
- ** Root Cause Analysis**: Investigate recurring service issues and work with relevant teams to resolve underlying problems.
- Collaboration: Work closely with the Customer Service and Customer Experience teams.

**Key Skills & Competencies**:

- ** 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 (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.
- ** Attention to Detail**: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-up.
- ** 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.

**What We Offer**:

- 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

**Additional details**:

- 8:30am to 5pm Mon-Fri (GMT).
- You work as a contractor and are responsible for your own tax.
- You need a min 20 MB broadband line, and your own PC/Laptop and headset.

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