Member Experience Quality Manager

1 semana atrás

Oeiras, Lisboa, Portugal Workplace Options Tempo inteiro

Workplace Options is the world's largest independent wellbeing solutions leader that supports individuals to become healthier, happier and more productive, both personally and professionally.

Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 75 million employees across 116,000 organizations and more than 200 countries and territories.

At WPO, you will be joining a team that is committed to improving employee wellbeing around the world.

Workplace Options have an exciting opportunity for a
Spanish and English speaking
Member Experience Quality Manager in Portugal. This would either be a hybrid or fully remote position depending on your proximity to our Lisbon office.

The Member Experience Quality Manager will be a key member of the Member Experience Quality department with a particular focus in service delivery participant experience.

This leader has a holistic and balanced approach to people, processes, and systems and will work closely with other departments on the reduction of pain points for employees and customers to drive and achieve WPO's CX mission and vision.

This role is an exciting opportunity for a proactive, solutions-oriented leader that enjoys experimentation and is eager to roll up their sleeves and make their imprint on the organization.


This position will focus on all core competences of CX framework but with particular focus on the Design, Implementation and Organizational Adoption & Accountability for the CX program.


Responsibilities:

  • Conduct Customer experience audits.
  • Manage the "Close the loop" program.
  • Leads trainings and initiatives across the organization to help deliver the CX vision and bring the CX philosophy to live.
  • Support Service delivery in the education, adoption and calibration of the CX vision/mission by facilitating trainings/workshops and other initiatives such has empathy mapping, user experience, emotional journey mapping, call audits and calibrations etc.
  • Investigation and resolution of customer complaints maintaining timely and accurate investigative notes and providing customers with clear, empathetic, and engaging responses in writing or in client facing meetings if needed.
  • Support Account management team with recovering trust plans including monitoring and implementation of action plans for improvement, and leading meetings with clients.
  • Conduct and assist with all organization audits including internal, partner/customers and 3rd party audits.
  • Monitor, act on and analyse results of the VOC program to ensure consistent experience for all customers at each touchpoint.
  • Assess processes, calls, apps journeys to make relevant, timely recommendations for the continuous improvement of customer experience.
  • Provide Periodic reports on the VOC feedback and trends.
  • Maintain a thorough understanding of company policy and procedures and keep the department documentation updated and available to whom might need it.
  • Perform critical analysis of issues, satisfaction surveys, audits and other initiatives, including root cause analysis, identification of valueadded opportunities for improvement in a timely manner.
  • Actively participate in weekly team meetingsproviding perspective on Customer Experience Quality concerns/accomplishments.
  • Facilitate and/or participate in crossfunctional projects as needed.
  • Other duties that cover the scope of the CX core competences as assigned.
  • Working hours from Monday to Friday from 1pm to 10pm local.

Requirements:

Job Skills:

  • Strong verbal and written communication skills in Spanish and English (required).
  • Ability to work independently and in a team with mínimal supervision and in a virtual environment.
  • Creative problem solving with ability to remember similar resolutions/problems and think outside the box.
  • Customer focused and passionate about customer experience.
  • Ability to manage and analyse complex data sets, define problems, collect data, establish facts, and draw valid conclusions desired (knowledge on how to use slices, pivot tables, and other advanced features in excel is a plus).
  • Experience facilitating crossfunctional team discussions, including welldeveloped negotiation skills and ability to provide direction while not having direct authority.
  • Listening Skills proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding.
  • Customer Journey Mapping ability to employ data and research to create Customer Journey Maps that help stakeholders "see" where the gaps and opportunities are to increase success.
  • Communicates and collaborates well within and across organizational level.

Required Experience/Qualifications:

***- Minimum requirement of a Bachelor's degree, in psychology, counselling or social worker preferred.

  • Experience as a Clinical me

  • Mdm Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Quality Manager

    1 semana atrás

    Oeiras, Lisboa, Portugal Manning Global Tempo inteiro

    Responsibilities: Establish and maintain Quality Management system for the account Implement Operational Excellence Tools (5S, RCA, Lean, Standard Work, Continuous Improvement, Six Sigma, Tiered Accountability & GEMBA) Works with the site team to achieve optimal results on efficiency and other operational key metrics (i.e. First Time Resolution, AHT,...

  • Accounts Payable Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Quality Assurance Manager

    4 semanas atrás

    Oeiras, Lisboa, Portugal Randstad Portugal Tempo inteiro

    O nosso cliente é uma prestigiada empresa farmacêutica que está a recrutar um Quality Assurance Manager.responsabilidades chaveCoordenar todas as atividades do departamento assegurando o cumprimento dos procedimentos internos, e instruções de trabalho, e assegurando a implementação eficaz das normas de GMP;Preparar, verificar documentação e...

  • Quality Assurance Manager

    2 meses atrás

    Oeiras, Lisboa, Portugal Randstad Portugal Tempo inteiro

    O nosso cliente é uma prestigiada empresa farmacêutica que está a recrutar um Quality Assurance Manager.responsabilidades chaveCoordenar todas as atividades do departamento assegurando o cumprimento dos procedimentos internos, e instruções de trabalho, e assegurando a implementação eficaz das normas de GMP;Preparar, verificar documentação e...

  • Ap Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • R2r Accounting Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Operations Manager

    1 semana atrás

    Oeiras, Lisboa, Portugal Trib3 Tempo inteiro

    Our purpose:We are TRIB3; we bring people together worldwide through next-level workout experiences. We do this through our family of workout studios, our global team of employees & franchise partners and our community of workout warriors. Every member of the TRIB3 family plays a vital role in our mission to build a global fitness community where anyone can...

  • O2c - Billing Team Member (Temporary Replacement)

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Ap Payable Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Marketing Manager

    1 semana atrás

    Oeiras, Lisboa, Portugal Trib3 Tempo inteiro

    Our purpose: We are TRIB3; we bring people together worldwide through next-level workout experiences. We do this through our family of workout studios, our global team of employees & franchise partners and our community of workout warriors. Every member of the TRIB3 family plays a vital role in our mission to build a global fitness community where anyone can...

  • Mdm Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Quality Assurance

    1 semana atrás

    Oeiras, Lisboa, Portugal GIGROUP Tempo inteiro

    We are recruiting for the Shared Services Center of a multinational, leader in the global food retail sector:Nestlé Business Services.They are currently looking to strengthen their Consumer Engagement Services team with a Quality Assurance and Training Specialist (M/F) for the region of Linda-a-Velha, Oeiras.Main responsibilities: Development and...

  • Project Manager, Business Intelligence

    1 semana atrás

    Oeiras, Lisboa, Portugal IQVIA Tempo inteiro

    Creating a healthier worldIQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in driving healthcare forward by pushing the boundaries of human science and data science. Our passion, innovation, collaboration and growth help our customers create a healthier...

  • Accounts Payable Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Accounts Payable Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Ap Payments Team Member

    1 semana atrás

    Oeiras, Lisboa, Portugal Thales Tempo inteiro

    Location: Paço de Arcos, PortugalIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Thales...

  • Quality Analyst

    1 semana atrás

    Oeiras, Lisboa, Portugal Manning Global Tempo inteiro

    Our client, a global service provider, is recruiting for a Quality Analyst to join their business in Portugal.Position TitleQuality AnalystPosition Type Full timeStart Date ASAPLocation Oeiras, PortugalContact: Hemavathi Mathadmani | Responsibilities:Monitors all interactions and ensures accuracy of the outputCoordinates and facilitates call...

  • Quality Analyst Swedish

    1 semana atrás

    Oeiras, Lisboa, Portugal Tech Mahindra Tempo inteiro

    We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than associate providing Information Technology and Business Process Outsourcing Services.We are looking for Swedish speakers to join the Quality Team.The primary objective of the Quality Analyst is to be a SME (Subject Matter Expert) for quality guidelines and...

  • Quality Assurance and Trainer

    1 semana atrás

    Oeiras, Lisboa, Portugal GIGROUP Tempo inteiro

    We are recruiting for the Shared Services Center of a multinational, leader in the global food retail sector:Nestlé Business Services.They are currently looking to strengthen their Consumer Engagement Services team with a Quality Assurance and Training Specialist (M/F) for the region of Linda-a-Velha, Oeiras.Main responsibilities: Development and...