Qa Manager

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 providing a unique customer experience and developing customer loyalty. The Quality Assurance Specialist should continuously monitor, analyze, and identify key initiatives and actions to improve overall customer service quality.

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 the performance of Customer Service (inflow, backlog, etc.).
• Regularly review Customer Service interactions to ensure compliance with high-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 customer feedback.
• Train Customer Service Representatives :
• Provide training and develop programs in collaboration with Learning & Adoption Manager to ensure Customer Service representatives adhere to 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, Marketing, etc., to ensure a seamless customer experience.
• Develop strategies to enhance overall service quality in collaboration with management and Customer Service teams.

Our Offer

• A dynamic working environment with an international and highly motivated team with extensive expertise.
• 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 other benefits.
• Good work-life balance (2 days per week from home).

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

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