Quality & Performance Lead, Customer Care — Hybrid

Footlocker; Utrecht; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid working (in office ~2 days p/w)

Employee discounts

Pension plan

Wellbeing programs

Career development

Job summary

Foot Locker in Utrecht is seeking a Supervisor for Customer Care, Quality & Performance Management on a 6-month temporary basis. You will lead the daily operations of the Quality & Performance team, oversee escalations, monitor CSAT and quality outcomes, and drive improvements across the value chain.

You will collaborate with partner centers and internal stakeholders to deliver consistent processes, coach the team, and ensure timely, high-quality customer handling.

Qualifications

• Bachelor’s degree in business administration, customer operations, or a related field.
• 3+ years in DTC Customer Service or contact center operations, including quality/performance coaching.
• Strong understanding of contact center operations, KPIs, CSAT, and escalation handling.
• Able to coach, support and influence teams to improve outcomes and experience.
• Highly organized, detail-oriented, able to prioritize in a fast-paced environment.
• Fluent written and spoken English; able to communicate with internal and external stakeholders.
• Proactive with a drive to identify recurring issues and implement improvements.
• Customer-focused team player with a can-do attitude.

Responsibilities

• Lead day-to-day activities of the Quality & Performance Management team ensuring accuracy and efficiency.
• Coordinate quality assurance, quality control, and performance monitoring to drive service quality.
• Coach and support teams to improve case handling and overall performance.
• Collaborate with partner supervisors and internal stakeholders to address trends and issues.
• Communicate operational updates and process changes across teams.
• Identify opportunities to improve processes and reduce customer friction.
• Oversee escalated cases, high-level complaints and VIP issues, coordinating with Legal when needed.
• Act as point of contact for day-to-day operational questions from Foot Locker teams.

Skills

Quality monitoring

Customer service operations

Stakeholder communication

Process improvement

Project management

English communication

Leadership coaching

Customer experience mindset

Education

Bachelor's degree in business administration / related field

Job description

Foot Locker in Utrecht is seeking a Supervisor for Customer Care, Quality & Performance Management on a 6-month temporary basis. You will lead the daily operations of the Quality & Performance team, oversee escalations, monitor CSAT and quality outcomes, and drive improvements across the value chain.

You will collaborate with partner centers and internal stakeholders to deliver consistent processes, coach the team, and ensure timely, high-quality customer handling.