Customer Service Quality Assurance Manager

1 month ago

StokeonTrent, United Kingdom bet365 Full time

As Customer Service Quality Assurance Manager, you will take on a pivotal role in ensuring the Company’s commitment to exceptional customer service across our global contact centre operations.


We are seeking a dynamic and experienced Customer Service Quality Assurance Manager to establish and lead a customer service quality assurance team.


You will be responsible for developing and implementing quality assurance best practices to ensure consistent and exceptional customer service across five locations, 1000+ employees, and 22 languages.


Your expertise will help define comprehensive quality metrics aligned with business goals, create quality assurance strategies for our multi-site contact centres, and analyse quality issues to identify and implement remedial and preventative measures.


Working closely with key operational stakeholders, you will act as an SME for all things customer service, with key input in objectives and actions to drive the continuous improvement of service delivery.


This is an exciting role to spearhead a key area under development, providing a unique opportunity to establish and shape quality assurance practices from the ground up.


The role includes a competitive salary and benefits package, as well as the advantage of travel to our contact centres in four different continents. Evening and weekend work is a requirement to ensure successful collaboration with global customer service teams.


Preferred Skills, Qualifications, and Experience

  • Experience in establishing and implementing a quality assurance function.
  • Experience in managing quality for multi-language and multi-site contact centres is preferred.
  • A strong understanding of customer service principles, quality assurance best practices and tools.
  • Excellent leadership and management skills, with the ability to motivate and inspire teams across different cultures and time zones.
  • Strong analytical and problem-solving skills, with the ability to analyse data and identify actionable insights.
  • Excellent communication and interpersonal skills, with fluency in English.


Main Responsibilities

  • Developing quality assurance standards and processes for customer service operations across five global locations.
  • Executing a strategy for improvement, including implementing new technologies.
  • Building and leading a team of quality assurance specialists, providing guidance, training and support as needed.
  • Conducting regular evaluations and audits of customer service operations to identify areas for improvement and ensure compliance with company policies and standards.
  • Collaborating with global customer service managers and teams to implement quality assurance initiatives and drive continuous improvement.
  • Analysing data to identify trends and opportunities for enhancing processes and the customer experience.
  • Preparing and presenting regular reports and insights to senior management on customer service performance, trends and key metrics.


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