Lead, Customer Care Quality & Training

Overview

The Lead for Customer Care Quality & Training is charged with driving the creation, execution, and enhancement of quality assurance and staff training efforts within the Customer Services department. This position emphasizes improving service standards, ensuring adherence to company policies, and equipping customer relationship teams with necessary training and assistance. The role champions a continuous improvement mindset and excellence in delivering customer service.

Core Responsibilities

• Adhere to company policies, procedures, systems, and controls aligned with group delegation of authority, ensuring compliance with all regulatory and procedural mandates while maintaining cost-effective and consistent service quality.
• Produce timely, accurate reports that meet organizational standards for informing senior management of key developments and facilitating decisions.
• Support supervisory activities over functions, resources, and strategies vital to Customer Care Quality & Training to ensure timely and efficient implementation of initiatives.
• Work alongside management to establish goals and refine processes that uplift quality parameters and optimize training programs.
• Monitor and report on KPIs related to service quality and training outcomes, proposing improvements as needed.
• Oversee and evaluate Quality & Training team members, promoting a culture emphasizing continuous development and high-quality output.
• Ensure all customer interactions comply with organizational customer strategy, enhancing satisfaction and promptness in service delivery.
• Address customer requests and issues proactively to maintain positive experience.
• Drive initiatives aimed at improving service quality for customer-facing employees.
• Formulate and maintain quality standards, procedures, and documentation supporting Total Quality Management principles.
• Manage the review and update of quality assurance policies and documentation to align with required standards.
• Analyze quality metrics and performance data, escalating concerns to management.
• Help implement and monitor Service Level Agreements, addressing variances collaboratively with other departments.
• Organize and conduct training and coaching sessions on effective customer handling techniques.
• Continually update training materials to reflect current quality standards and industry best practices.
• Adapt training programs responding to shifts in the organizational environment and customer service demands.
• Follow up regularly to support and enforce compliance with quality standards.

Health, Safety, and Environmental (HSE), Security and Risk Responsibilities

• Comply with all company HSE, security, and risk management policies.
• Exercise reasonable care for personal and coworker health, safety, and security.
• Collaborate with employer instructions to maintain workplace safety and health compliance.
• Report any workplace hazards, risks, or incidents to management promptly.
• Refrain from misuse or interference with any facility or equipment intended to protect HSE and security.

Qualifications and Experience

• Bachelor's degree in Business Administration or an equivalent field is required.
• Preferred candidates will hold a Master's degree in Business Administration or related areas.
• A professional background spanning 6 to 9 years in a relevant role is necessary.