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Elementor CX Quality Team Lead Maternity leave Israel 496683499
24.04.2025
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Responsibilities Requirements
- 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.
- 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
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