Customer Success and Quality Assurance Director
3 weeks ago
Job Overview
The Recruitment Crowd (Yorkshire) Limited is seeking a highly skilled Customer Success and Quality Assurance Manager to join their team in Leeds. As a key member of the organization, you will be responsible for maintaining and elevating high standards of customer service and product quality.
This role involves managing online reviews, quality control, and handling first-level complaints. You will work closely with sales and project management teams to ensure adherence to protocols and quality standards.
About the Role
As a Customer Success and Quality Assurance Manager, your responsibilities will include:
- Managing online presence by responding to reviews, encouraging positive feedback, and protecting our brand reputation
- Maintaining quality control by listening to sales and project management calls to ensure adherence to protocols and quality standards
- Handling first-level complaints, leading investigations, and ensuring customer satisfaction meets company expectations
- Creating engaging content, organizing video customer testimonials, and developing help videos to support customers using our technology
- Overseeing complaints and leading investigations to meet timelines and quality standards
- Adhering to strong SLA response times and meeting targets while maintaining a positive customer experience
About You
We are looking for someone with strong communication skills, ability to handle difficult conversations, and proven experience in customer success, quality assurance, or a similar role. You should also have excellent negotiation skills, familiarity with creating and managing online content, and the ability to work independently and as part of a team.
In return, we offer an attractive career and benefits package, allowing you to grow with a dynamic and fast-growing company where career opportunities are exciting.
Salary Information
The salary range for this position is £26,000 - £28,500 per annum, plus a performance bonus. This represents an annual salary of approximately 52k-57k
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