Technical Customer Service Quality Lead

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Take ownership of the Quality, training and process reviews for all Customer Service Centres ensuring the Centres supports our customers with a high quality of service, ensuring delivery of operational targets in terms of customer satisfaction.  Represent Customer Services in new product and process launches



Principal Job Responsibilities


  • Own and drive quality monitoring across all Technical customer service teams driving

Achievement of KRIs.

  • Own training programme for all new hires on shore and off shore for designated as well as centre of excellence centres.
  • Own and drive new process and procedure including documentations and training of all customer service centres.
  • Host Team leader call on a bi-weekly basis to ensure consistency of communication of process  and procedure changes across all teams.
  • Complaint handling and owner of corrective actions and management of continuous service improvement.
  • Review cases to ensure conformity to correct call handling through the use of Quality, inquiry handling/troubleshooting and call documentation processes. Give timely feedback to team Leaders.
  • Compile CSI for all Centres on a monthly basis ensuring feedback is given to Team Leaders and agents where applicable
  • Ensuring that all CSI entries are closed down in line with organisational KPI’s
  • Ensuring all Medallia triggers are followed up and investigated correctly before closing down alerts.
  • Ensure Medallia triggers are followed up by the correct people in a timely manner.
  • SME for HANK, ETMS ensuring at all times fit for purpose.
  • Awareness of and have a good level understanding of the product portfolio.
  • Assist the Customer Service Center Manager in the development and implementation of Customer Service plans.
  • Coach and train team on the implementation of new/special products, systems and procedures
  • Represent Customer Services on call for new processes and systems to ensure that it is fit for purpose
  • Quality control of outsourcing teams.
  • Overall control of the EMEA on shore and off shore team Rosters ensuring sufficient resourcing at all times.
  • Own and drive various project to improve broken promises and CSAT results.
  • Be a point of contact for Service Teams for process and procedure awareness.
  • Follow up, train and implement monitoring tools, ensuring team leaders are following it in a consistent way.
  • Reduction of broken promises as per organisational KPI’s




.3-5 years international environment experiences

3-5 years experiences in a quality leading role