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Elementor CX Quality Team Lead Maternity leave 
Israel 
496683499

24.04.2025
Responsibilities
  • Lead and manage the remote CX Quality Specialists team.
  • Develop and implement quality assurance programs and processes to enhance customer service and technical support ticket handling.
  • Identify and lead continuous quality improvement of internal processes and operations in the CX department
  • Implement and monitor Key Performance Indicators (KPIs) and metrics within the CRM system to track team performance and customer satisfaction.
  • Oversee execution of CX “Lessons Learned” protocol and sessions, translating findings into actionable improvements for both CX teams and other departments.
  • Compile and present regular reports on CX quality metrics, customer feedback, and operational improvements.
  • Collaboration with all CX group leaders to improve the quality of service, in addition to acting as a liaison with other departments to ensure alignment of quality initiatives.
Requirements
  • 5+ years of experience in Quality assurance roles within technical companies (CX, R&D)
  • 2+ years of leadership experience, managing individuals, teams, or projects.
  • Experience in QA methodologies, Testing strategies, and automation testing
  • High level of English (written and verbal) - Must.
  • Proven ability to analyze data, track metrics, and drive actionable insights to improve performance
  • Experience with CRM systems and customer support technologies - An advantage.
  • Excellent project management and communication skills
  • Experience in a B2C company - An advantage.
  • Sharp, analytical, and a quick learner