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Customer Service Quality Manager
4 months ago
We are adding a new role into the Customer Service team to ensure the quality of performance provided to all customers by the customer service team is of the highest standard through continuous improvement using a quality assurance methodology.
**Why work for LKQ Euro Car Parts?**
We are a people first organisation - for our colleagues, the customer is at the heart of everything we do, and in turn we put our colleagues at the forefront of our business. As with many of our roles, we are happy to talk about flexible working options,we are committed to supporting a healthy work-life balance. We’re looking for people who love what they do, are passionate about delivering only the very best and make it their business to excel, whatever their role. We strive to support all our employeesthrough their individual career paths and thrive within our business.
**Key Responsibilities**:
- Develop and maintain a quality framework which enables LKQ Euro Car Parts to assess the competency, employee demeanour, technical accuracy, customer service, and conformity to company policies and procedures.
- Monitor and review inbound and outbound communication via all verbal and written channels and assess in line with the agreed framework
- Generate and maintain feedback and coaching documentation with detailed reports for each assessed interaction highlighting strengths, development areas and any recommendations for training/follow up
- Provide feedback to Customer Service Team Leaders and Managers, with regular meaningful and constructive feedback and recommendations
- Identifying process improvement opportunities and any training requirements within our Customer Service team.
- Understand the ever-changing needs of the business both in terms of customer buying patterns and company strategy to adapt the quality framework
- Identifying trends in customer queries and agent competency and recommend training opportunities to the Customer Service Team Leaders and Managers
- Report regularly on the assessed performance of the customer service team
- Report on the effectiveness of training by assessing agents prior to training, immediately after training, with subsequent follow ups as required.
**Skills and Experience needed**:
- Previous experience in a Customer Service Quality Assurance role
- Previous experience in a call centre environment
- Excellent verbal, written and interpersonal communication skills;
- Ability to work and complete projects without supervision, self-motivated
- Outstanding customer service skills and dedication to providing exceptional customer care
- Experience analysing, reporting and presenting data and findings
- Ability to adapt communication to various stakeholders, from Customer Service Agents through to Senior Executives
- Ability to assess and feedback in an impartial manner
- Change management experience
- Knowledge of various QA systems
Also, we know it’s tough, but please try to avoid the confidence gap. You don’t have to match all the listed requirements exactly to be considered for this role.
**What we can offer you**:
- Pension
- 25 days annual leave
- Hapi-benefits (retail discount)
- Staff discount
- Enhanced Mat/Pat pay
- Employee Assistance Programme
- A flexible approach to home/office working
- Annual bonus
LKQ Euro Car Parts sits at the heart of the automotive aftermarket, supplying an unrivalled range of vehicle parts to over 18,000 customers through a world-class logistics operation in the UK and Ireland. But we’re so much more than just a parts supplier
