Customer Service QA Manager

Overview

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Join to apply for the

Customer Service QA Manager

role at

ELCA Spain .
The

Quality Assurance Manager

plays a key role in ensuring that ELCA’s Customer Service meets high standards of quality and satisfaction. Quality is essential for delivering a unique customer experience and fostering customer loyalty. The Quality Assurance Manager should continuously monitor, analyze, and identify key initiatives and actions to improve the overall quality of Customer Service.
Key Duties & Responsibilities

Develop and Strengthen Quality Control Processes:
Develop customer satisfaction goals and coordinate with related teams to meet them regularly.
Identify and implement initiatives to ensure high quality standards are met.
Monitor and Assess Customer Interactions:
Monitor and evaluate performance of Customer Service (inflow, backlog, etc.).
Regularly review Customer Service interactions to ensure compliance with quality standards.
Use feedback and performance metrics to identify areas for improvement.
Analyze Customer Feedback:
Collect and analyze customer feedback to understand needs and expectations.
Identify areas for improvement based on feedback.
Train Customer Service Representatives:
Provide training and development programs with the Learning & Adoption Manager to ensure Customer Service reps adopt quality standards.
Offer ongoing coaching and support to improve performance.
Handle Client Escalations:
Manage client escalations and lead appropriate corrective actions.
Propose and implement strategies to prevent recurrent issues.
Report on Performance Metrics:
Prepare and provide regular reports on customer satisfaction and service quality to senior management.
Collaborate with Other Teams:
Work closely with other functions such as Engineering and Marketing to ensure a seamless customer experience.
Develop strategies to enhance overall service quality in collaboration with management and Customer Service.
Qualifications

Bachelor’s degree or equivalent experience in Engineering.
5+ years of relevant work experience.
Highly organized with excellent attention to detail.
Our Offer

A dynamic working environment with an international and highly motivated team with extensive expertise.
Opportunity to work with a broad range of customers.
Attractive prospects for career and personal development through training and coaching.
A flat hierarchy and a culture of collaboration across all disciplines.
Flexible working hours, excellent team spirit, and additional benefits.
Good work-life balance (2 days per week from home).
Equal Opportunity

ELCA is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. xcskxlj
Qualified applicants will receive consideration for employment without regard to race, religion, national origin, sex, sexual orientation, gender identity, or disability.
Seniority level

Mid-Senior level
Employment type

Full-time
Job function

Information Technology, Product Management, and Customer Service
Industries

IT Services and IT Consulting

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