Customer Service Quality Assurance Manager

hace 7 días


Madrid, Madrid, España Parcelhero A tiempo completo

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.



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