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Customer Experience Quality Lead
2 meses atrás
Minacs is seeking a Customer Experience Quality Lead to join our team in Lisbon, Portugal. As a key member of our quality assurance team, you will be responsible for ensuring that our customers receive exceptional support throughout their pre and post-flight journey.
About the Role:
The Customer Experience Quality Lead will work closely with our contact center suppliers to ensure that they meet contractual expectations and deliver high-quality service to our customers. This role requires strong communication and calibration skills, as well as a keen eye for detail and a results-driven approach.
Key Responsibilities:
- Quality Framework Development: Collaborate with stakeholders to develop and implement a quality framework that meets contractual expectations and enhances customer experience.
- Quality Improvement Initiatives: Identify opportunities for quality improvement and lead initiatives to drive process improvements and reduce errors.
- Stakeholder Management: Build and maintain relationships with key stakeholders, including contact center suppliers, to ensure effective communication and collaboration.
- Performance Monitoring: Monitor and analyze quality metrics to identify areas for improvement and track progress against goals.
- Training and Development: Work with training teams to develop and deliver training programs that enhance quality skills and knowledge.
- Reporting and Presentations: Develop and present reports to key stakeholders on quality performance and progress against goals.
Candidate Profile:
- 3-5 years' quality management experience within customer services or contact centers.
- Strong communication and calibration skills.
- Fluent in English and another European language.
- Keen eye for detail and results-driven approach.
- Analytical skills and excellent stakeholder management and collaboration skills.
- Confident in presenting operational output and recommendations to stakeholders.
What We Offer:
We offer a competitive salary of €50,000 - €65,000 per year, depending on experience, as well as additional benefits such as health insurance, retirement plan, and paid time off. Located in Lisbon, Portugal, this role offers a unique opportunity to work with a global company and contribute to delivering exceptional customer experiences.
