Customer Service Quality Assurance Manager
hace 7 días
Job Description:
We are seeking a highly skilled Quality Control Manager to lead and oversee our quality assurance processes at ParcelHero. As a broker, we partner with leading courier services to offer our customers the best possible delivery options. Your role will involve managing the quality of our after-sales support, ensuring timely and effective issue resolution by phone, chat, and email, training customer service teams, and monitoring performance to maintain high standards of service.
Key Responsibilities:
• Develop, implement, and maintain quality standards for customer service interactions (calls, emails, chats).
• Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvement.
• Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectations.
• Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvements.
• Ensure the customer service department adheres to legal and regulatory requirements (e.g., data protection, GDPR).
• Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
• Investigate recurring service issues and work with relevant teams to resolve underlying problems.
Requirements:
• Bachelor's degree in business administration, operations management, quality assurance, or a related field.
• Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting.
• Quality management certifications (e.g., Six Sigma, Lean) are a plus.
• Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems.
-
Customer Service Quality Assurance Manager
hace 3 semanas
Madrid, Madrid, España Parcelhero A tiempo completoJob Title: Customer Service Quality ManagerAt ParcelHero, we're on a mission to revolutionize the parcel delivery industry. As a Customer Service Quality Manager, you'll play a crucial role in ensuring our customers receive exceptional service, every time.Key Responsibilities:Develop and implement quality standards for customer service interactions, ensuring...
-
Customer Service Quality Assurance Manager
hace 3 semanas
Madrid, Madrid, España Parcelhero A tiempo completoJob Title: Customer Service Quality ManagerAt ParcelHero, we're on a mission to revolutionize the parcel delivery industry. As a Customer Service Quality Manager, you'll play a crucial role in ensuring our customers receive exceptional service, every time.Key Responsibilities:Develop and implement quality standards for customer service interactions, ensuring...
-
Quality Assurance Manager
hace 6 días
Madrid, Madrid, España Marriott International, Inc A tiempo completoJob Summary:The Quality Assurance Manager is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change.Key...
-
Quality Assurance Manager
hace 2 semanas
Madrid, Madrid, España Marriott International A tiempo completoJob SummaryThe Quality Assurance Manager is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.Key ResponsibilitiesManage Quality Assurance Goals: Coach managers on adopting the Total...
-
Quality Assurance Manager
hace 2 semanas
Madrid, Madrid, España Marriott International A tiempo completoJob SummaryThe Quality Assurance Manager is responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level.Key ResponsibilitiesManage Quality Assurance Goals: Coach managers on adopting the Total...
-
Quality Assurance Specialist
hace 1 semana
Madrid, Madrid, España MSX INTERNATIONAL A tiempo completoQuality Assurance SpecialistAbout the Role:The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. This role involves close collaboration with the customer service team and team leaders to identify areas for...
-
Quality Assurance Specialist
hace 7 días
Madrid, Madrid, España Msx International Inc. A tiempo completoQuality Assurance SpecialistAt Msx International Inc., we are seeking a highly skilled Quality Assurance Specialist to join our team. The successful candidate will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.Main...
-
Quality Assurance Specialist
hace 4 días
Madrid, Madrid, España Msx International Inc. A tiempo completoQuality Assurance SpecialistThe Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. The QA Specialist provides specialized training, feedback, and recommendations to improve agent performance and overall customer...
-
Quality Assurance Specialist
hace 2 semanas
Madrid, Madrid, España MSX INTERNATIONAL A tiempo completoJob Summary:The Quality Assurance Specialist will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. The ideal candidate will have a strong understanding of quality assurance processes and methodologies, particularly in a customer service...
-
Quality Assurance Specialist
hace 6 días
Madrid, Madrid, España Msx International Inc. A tiempo completoJob Title: Quality Assurance SpecialistAbout the Role:The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. This role involves close collaboration with the customer service team and team leaders to identify...
-
Quality Assurance Specialist
hace 1 semana
Madrid, Madrid, España MSX INTERNATIONAL A tiempo completoQuality Assurance SpecialistAbout the Role:The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. This role involves close collaboration with the customer service team and team leaders to identify areas for...
-
Quality Assurance Specialist
hace 7 días
Madrid, Madrid, España Msx International Inc. A tiempo completoJob Description:The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. The QA Specialist provides specialized training, feedback, and recommendations to improve agent performance and overall customer...
-
Quality Assurance Specialist
hace 1 semana
Madrid, Madrid, España MSX International A tiempo completoJob Summary:MSX International is seeking a Quality Assurance Specialist to join our team. The successful candidate will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.Main Responsibilities: Regularly review and assess customer service...
-
Quality Assurance Specialist
hace 1 semana
Madrid, Madrid, España Msx International A tiempo completoJob Title: Quality Assurance SpecialistAbout the Role:The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. This role involves close collaboration with the customer service team and team leaders to identify...
-
Customer Service Quality Manager
hace 2 semanas
Madrid, Madrid, España Inpost Iberia A tiempo completoJob SummaryWe are seeking a highly skilled Customer Service Quality Manager to join our team at Inpost Iberia. The successful candidate will be responsible for ensuring excellent customer service, developing and implementing quality procedures, and leading the ATC team to achieve our goals.Key ResponsibilitiesActive listening of ATC calls and monitoring...
-
Senior Quality Assurance Specialist
hace 2 días
Madrid, Madrid, España Johnson & Johnson A tiempo completoSenior Quality Assurance SpecialistJohnson & Johnson is seeking a Senior Quality Assurance Specialist to support the global quality mission. The successful candidate will serve as a point of contact for quality and compliance aspects for World Wide DePuy Synthes Service Centers.Key Responsibilities:Ensure general compliance support for consistent and correct...
-
Quality Assurance Manager
hace 2 semanas
Madrid, Madrid, España Huel A tiempo completoQuality Assurance ManagerWe are seeking a highly skilled Quality Assurance Manager to join our team at Huel. As a Quality Assurance Manager, you will be responsible for ensuring the safety and quality of our products, working closely with our manufacturing and supply chain partners to maintain high standards.Key Responsibilities:Develop and implement quality...
-
Quality Assurance Specialist
hace 3 días
Madrid, Madrid, España Msx International Inc. A tiempo completoThe Quality Assurance Specialist will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery.Main Responsibilities:Quality Monitoring: Regularly review and assess customer service interactions (calls, chats) to ensure agents meet quality...
-
Quality Assurance Specialist
hace 1 semana
Madrid, Madrid, España Msx International Inc. A tiempo completoJob Summary:The Quality Assurance Specialist will be responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. This role involves close collaboration with the customer service team and team leaders to identify areas for improvement, ensuring adherence...
-
Quality Assurance Manager
hace 3 semanas
Madrid, Madrid, España Sapiens International A tiempo completoJob Title: Quality Assurance ManagerAbout the Role:Sapiens International Corporation is seeking a Quality Assurance Manager to join our QA competency center. As a key member of our team, you will be responsible for managing a project test team throughout the project life cycle, ensuring the overall quality from planning to successful project completion and...