Customer Service Quality Manager

2 weeks ago

Stockholm, Stockholm, Sweden nShift Full time
Job Description

About nShift

nShift is the leading global provider of cloud delivery management solutions, enabling the frictionless shipment and return of almost one billion shipments across 190 countries each year. Our headquarters are in London and Oslo, with over 500 employees across offices in several countries.

Our software is used by many leading e-commerce, retail, manufacturing, and 3PL shippers, with over 1000 carriers integrated into our platform.

As a key player in the delivery management industry, we're shaping the future of shipping with our innovative solutions.

Purpose of Role

As the Quality Manager in Customer Service, you will drive the highest standards of customer service excellence for nShift. You will collaborate with a robust Customer Service team, helping to improve the quality of their output through discoveries and planned actions.

About You

We're looking for an experienced manager or consultant with a passion for quality and excellence. You should be accustomed to working with quality frameworks and structured initiatives for improvement. You have a strong service mindset and understand the value of improved quality in service deliveries to customers.

Key Responsibilities
  • Develop and own a framework for quality and excellence within Customer Service.
  • Document communication standards and plan for continuous improvements.
  • 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 customer service team and assist 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 address 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 focus on refining customer service touchpoints and quality of output. The role should evolve to include improving customer services interactions with other departments like R&D, Sales, and Product, amplifying the quality within each interaction throughout the customer life cycle.

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