Quality Assurance Program Manager
TransferGo
- Kraków, małopolskie
- Stała
- Pełny etat
- Create, develop and maintain the Quality Assurance program in the Customer Support department;
- Develop and implement quality assurance strategies, policies, and procedures tailored to the specific needs of our customer support function.
- Design and oversee quality monitoring processes to evaluate customer interactions, including calls, emails, chats, and other communication channels.
- Establish Quality metrics to measure the effectiveness and efficiency of our support operations
- Conduct regular audits, checks and reviews of customer support interactions and standard operating procedures to ensure adherence to established quality standards and compliance with company policies:
- Analyse data and performance trends to identify areas for improvement and develop action plans to address gaps in service quality.
- Prepare and present reports and recommendations to management on quality assurance performance, trends, and areas for improvement.
- Provide coaching, training, and feedback to customer support agents to enhance their skills and performance in delivering exceptional service.
- Lead and participate in quality-related projects and initiatives aimed at enhancing the overall customer support experience. Actively contribute to the achievement of the vision & mission, goals, OKRs and direction set for the team and department;
- Collaborate with cross-functional teams and key stakeholders (Team Leads, Reviewers, Heads) to implement quality improvement initiatives and best practices.
- Establish strong collaboration & connection with the CQA (Competence & Quality Assurance) team, to support competence assurance and share insights for training needs
- Perform other ad hoc tasks, related to the Competence & Quality assurance area
- Stay informed about industry trends, best practices and regulatory requirements related to customer support quality assurance.
- 3-5 years in the Quality Assurance field, tailored for Operational team is essential.
- Excellent verbal, written & listening skills in English
- A team player with excellent time and project management skills and the ability to multitask and manage multiple projects simultaneously.
- Showing excellent problem-solving skills and attention to detail, taking responsibility & ownership in challenging situations
- Demonstrating the ability to see the big picture, analyse gaps & risks, and make recommendations for improvements
- Experience in working with QA tools
- Delivering high-quality results that meet the identified targets;
- Ability to work effectively individually and within a team: a friendly, empathic and solution-oriented person
- Willingness to learn continuously
- Passion for excellent customer experience
- Be part of building a meaningful product in a growing fintech scale-up;
- A competitive rewards package;
- Generous holiday allowance (based on tenure);
- Competitive healthcare insurance / wellbeing package (based on your location);
- An annual training budget of €1,000 to spend on your growth;
- We truly embrace flexibility and our people work from a variety of places (office, hybrid and remote, you can find it all here);
- If you are near one of our offices, we are a pet-friendly company and we enjoy regular opportunities to connect in person (we truly value in person connection on a regular basis and celebrate in style).