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Customer Service Quality Manager
1 month ago
About nShift
nShift is the leading global provider of cloud delivery management solutions (SaaS), enabling the frictionless shipment and return of almost one billion shipments across 190 countries each year.
We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.
Our software is used by many of the world-leading e-commerce, retail, manufacturing, and 3PL shippers due to our having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors.
As a key player in the delivery management industry, we are shaping the future of shipping, one frictionless journey at a time.
Purpose of Role
The Quality Manager in Customer Service will spearhead efforts in driving the highest standards of customer service excellence for nShift.
Collaborating with a robust Customer Service team of approximately 80 professionals, you will help improve the quality of their output through discoveries and planned actions.
About You
We are looking for an experienced manager or consultant accustomed to working with quality frameworks (QMS) and structured initiatives for improvement.
You will have a passion for 'making things better' and know how to articulate and measure it all along the way.
Key Responsibilities:
- 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.
Team Collaboration: Build and maintain strong, positive relationships across various support teams and their respective managers, to be on top of any quality-related challenges.
Performance Monitoring: Establish a consistent rhythm of follow-ups and assist support managers to achieve relevant KPIs and quality improvement initiatives within their teams.
Continuous Improvement: Identify potential areas of enhancement within customer service and develop plans for implementation, progress, and follow-ups.
Inter-departmental Collaboration: Initially, you will be concentrating on refining customer service touchpoints and quality of output. However, the role should evolve to include improving customer services interactions with other departments like R&D, Sales, and Product.
The overarching and long-term goal is to amplify the quality within each interaction, throughout the customer life cycle.
