QA Manager

The Quality Assurance Manager plays a key role ensuring that ELCA´s Customer Service meets high standards of quality and satisfaction. Quality is essential for ensuring a unique customer experience and developing customer loyalty. The Quality Assurance Specialist should continuously monitor, analyze and identify key initiatives and actions to keep improving the overall quality of Customer Service.

Key Duties & Responsibilities:

• Develop and Strengthen Quality Control Processes:
  • Developing customer satisfaction goals and coordinating with related teams to meet them on a regular basis
  • Identify and implement initiatives to ensure high quality standards are met.
• Monitor and Assess Customer Interactions:
  • Monitoring and evaluating performance of Customer Service (inflow, backlog, …)
  • Regularly reviewing Customer Service interactions to ensure compliance with high quality standards.
  • Using feedback and performance metrics to identify areas for improvement.
• Analyze Customer Feedback:
  • Collecting and analyzing customer feedback to understand needs and expectations.
  • Identifying areas for improvement based on customer feedback.
• Train Customer Service Representatives:
  • Providing training and developing programs together with Learning & Adoption Manager to ensure Customer Service representatives adopt quality standards.
  • Offering ongoing coaching and support to improve performance.
• Handle Client Escalations:
  • Managing client escalations and leading appropriate corrective actions.
  • Proposing and implementing strategies to prevent recurrent issues.
• Report on Performance Metrics:
  • Preparing and providing regular reports on customer satisfaction and service quality to senior management.
• Collaborate with Other Teams:
  • Working closely with other functions such Engineering, Marketing, among others, to ensure a seamless customer experience.
  • Developing strategies to enhance overall service quality in collaboration with management and Customer Service.

Our offer

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

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