Betclic Group

Customer Service Quality Manager

  • Basis:  Full-Time
  • Closing Date:  22 May, 2021
  • Job Ref:  KMP-59793

Job Description

As the Customer Service Quality Manager, it will be your mission to coordinate all activities aiming at ensuring exceptional quality in our services and customer interactions.

Responsibilities:

  • Understand our customers’ needs and expectations in terms of service to outline quality standards, specifications and KPIs
  • Design and oversee CS internal quality processes, procedures, and controls to ensure best in class service is delivered
  • Set up and manage quality reports and other quality documentation
  • Measure, monitor performance and raise quality standard issues or risks to management
  • Identify any areas of weakness and investigate causes, propose and implement solutions
  • Oversee the quality and training function and staff
  • Ensure CS teams get the knowledge they need to deliver on quality expectations through supporting materials, training tools and methods
  • Assess training opportunities for continuous improvement, set goals and establish metrics for success.
  • Monitor, evaluate and report on training programs’ effectiveness, success, and ROI
  • As needed, deliver training to CS staff

Requirements and qualifications:

  • 2 years of experience as a Quality Manager or similar role within a CS environment
  • Experience leading a team
  • Thorough knowledge of methodologies of quality assurance standards
  • Proven experience in knowledge management and training staff
  • Working knowledge of effective learning and training methods
  • Familiarity with e-learning platforms and practices considered a plus
  • A strategic approach to work with data analysis and statistical aptitude
  • Critical thinker and problem-solving skills
  • Great interpersonal and communication skills
  • Ability to plan, multi-task and manage time effectively
  • Highly conscientious and diligent
  • Proficiency in French and/or Portuguese and/or Polish considered a plus