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Customer Service Quality Manager
1 month ago
nShift is a leading global provider of cloud delivery management solutions, empowering the frictionless shipment and return of nearly one billion packages across 190 countries annually.
We are headquartered in London and Oslo, with a global presence in Sweden, Finland, Norway, Denmark, the UK, Poland, the Netherlands, Belgium, and Romania.
Our software is trusted by top e-commerce, retail, manufacturing, and 3PL shippers, with over 1000 carriers integrated into our platform, nearly three times more than our competitors.
As a key player in the delivery management landscape, we're shaping the future of shipping with a focus on seamless customer experiences.
Job DescriptionWe're seeking a Quality Manager to drive excellence in our Customer Service team, collaborating with approximately 80 professionals to enhance the quality of their output.
This role involves spearheading efforts to improve customer service quality, working closely with the team to identify areas for growth and implementing strategies for improvement.
The ideal candidate will have a passion for quality management, experience with quality frameworks, and a strong service-oriented mindset.
Key Responsibilities:- Develop and own a quality framework for Customer Service, ensuring excellence in all interactions.
- Document communication standards and plan for continuous improvements in the area.
- Oversee and report on quality trends within customer communication, identifying areas for improvement and implementing actions.
- Uncover needs for training and coaching within the Customer Service team, assisting managers in improving output quality.
- Ensure adherence to the implemented framework, reporting results to management.
Build and maintain strong relationships across support teams and their managers, ensuring seamless quality-related collaboration.
Performance MonitoringEstablish a consistent rhythm of follow-ups, assisting support managers in achieving relevant KPIs and quality improvement initiatives.
Continuous ImprovementIdentify potential areas of enhancement within Customer Service, developing plans for implementation, progress, and follow-ups.
Inter-departmental CollaborationInitially focusing on refining customer service touchpoints and quality of output, this role will evolve to include improving customer service interactions with other departments, amplifying quality throughout the customer lifecycle.
