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