Quality Excellence Manager
3 days ago
nShift is a leading global provider of cloud delivery management solutions. Our platform enables the frictionless shipment and return of almost one billion shipments across 190 countries each year.
We have offices in London, Oslo, Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania, with over 500 employees worldwide.
Our SoftwareOur software is used by many of the world's leading e-commerce, retail, manufacturing, and 3PL shippers due to our integration with over 1000 carriers, nearly three times more than our competitors.
If you buy goods online, there's a strong chance that nShift has powered that delivery.
The RoleWe're looking for an experienced Quality Manager to spearhead efforts in driving customer service excellence at nShift.
You'll collaborate with a robust Customer Service team of approximately 80 professionals to improve the quality of their output through discoveries and planned actions.
About YouWe're seeking an experienced manager or consultant accustomed to working with quality frameworks (QMS) and structured initiatives for improvement.
You should have a passion for making things better and know how to articulate and measure it all along the way.
- Develop and own a framework for quality and excellence within Customer Service.
- Document communication standards and plan for continuous improvements on the area.
- Oversee and report on the quality trends within customer communication and uncover areas for improvement and plan actions.
- Uncover needs for training and coaching within the ranks of customer service and assist the managers in improving the quality of output.
- Ensure adherence to the implemented framework, and report on the results to management.
The estimated salary for this role is £60,000-£80,000 per annum, depending on location and experience.
BenefitsnShift offers a competitive benefits package, including health insurance, pension scheme, and generous holiday allowance.
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