Head of Quality Control

Salary Range: 40000 to 50000 (Currency: EUR) (Pay period: per-year-salary)

Your responsibilities

• Quality Standards: Develop, implement, and maintain quality standards for customer service interactions (calls, emails, chats).
• Monitoring and Auditing: Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvement.
• Training and Development: Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectations.
• Process Improvement: Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvements.
• Compliance Management: Ensure the customer service department adheres to legal and regulatory requirements (e.g., data protection, GDPR).
• Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
• Root Cause Analysis: Investigate recurring service issues and work with relevant teams to resolve underlying problems.
• Collaboration: Work closely with the Customer Service and Customer Experience teams.

Key Skills & Competencies:

• Education: Bachelor’s degree in business administration, operations management, quality assurance, or a related field.
• Experience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting.
• Certifications: Quality management certifications (e.g., Six Sigma, Lean) are a plus.
• Technical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems.
• Attention to Detail: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-up.
• Leadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitors.
• Customer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experience.
• Communication Skills: Excellent verbal and written communication skills and fluent English.

What We Offer

• A collaborative and dynamic work environment.
• Opportunities for career growth within a fast-growing company.
• Competitive salary with performance-related bonuses.
• 20 days holiday per year (plus bank holidays)
• A paid day off on your birthday

Additional details

• 8:30am to 5pm Mon-Fri (GMT).
• You work as a contractor and are responsible for your own tax.
• You need a min 20 MB broadband line, and your own PC/Laptop and headset.