Customer Support Quality Manager
We are DEXT!
Our range of products makes accountants more efficient, lucrative, and powerful. We give them back their most valuable asset, time, which they can then utilize to create more value for their clients.
Accountants and bookkeepers are the backbones of any successful firm. For more than a decade, we have provided our partners with innovative technological solutions to help them grow their businesses. Dext enables them to address the problems of today, tomorrow, and the future.
About the role
While many firms come and go, Dext's commitment to quality has helped us to become an industry leader. We are looking for an experienced and detail-oriented Customer Support Quality Manager to manage and guarantee that excellent customer support experiences are delivered. The selected applicant will be in charge of planning, executing, and maintaining quality assurance programs and procedures to maintain excellent customer service standards. They will collaborate closely with the customer support staff to identify areas for improvement, as well as to give coaching and training and to drive continuous improvement efforts. This is an amazing opportunity for a seasoned Customer Support Quality Manager to play a critical role in boosting customer happiness, assuring service quality, and influencing the organization's overall customer support strategy.
Working hours: 9 am to 6 pm, flexibility guaranteed
Possibility of extending the employment relationship and turning it into a permanent one.
Duties and Responsibilities
- Develop and implement a comprehensive quality assurance strategy and framework for the customer support team
- Establish quality assurance standards, guidelines, and metrics to measure customer support performance and identify areas for improvement
- Accountable for consistent quality of service by developing and enforcing good automated practice systems, validating processes, providing documentation, and managing staff
- Conduct regular audits and evaluations of customer interactions, including phone calls, emails, chats, and social media interactions, to assess adherence to quality standards
- Analyze data and provide actionable insights to improve customer support processes, workflows, and agent performance.
- Interpret, build upon, and comply with company quality assurance standardsValidates quality processes by establishing quality attributes, measuring production, documenting evidence, determining operational and performance qualifications, and writing and updating quality assurance procedures
- Collaborates with other members of management to develop new training methods
- Provide strong leadership and guidance to the QA team, setting clear expectations, goals, and priorities
- Foster a positive and collaborative team culture, promoting continuous improvement and excellence in quality assurance practices
- Oversee the recruitment, onboarding, and development of QA analysts, ensuring the team has the necessary skills and resources to effectively carry out their responsibilities
- Allocate workload and assignments appropriately, considering individual strengths and developmental needs.
- Providing feedback and identifying any training requirements to Managers and Field Agents from the cases weekly, whilst ensuring that any issues are identified
- Prepare regular reports on customer support quality performance, trends, and improvement initiatives for management review. Collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.Investigate reports of product quality issues and ensure resolution by company guidelines and regulatory requirements
- Collaborate with cross-functional teams, such as product management and operations, to address customer issues and provide feedback on product or service improvements
- Document quality assurance activities with internal reporting and audits
- Maintain complaint and nonconformance processing through records and tracking systems, including root-cause analysis and corrective actions
- Stay current with industry best practices and emerging trends in customer support to ensure the implementation of innovative approaches and technologies
- Drive a culture of continuous improvement, fostering a customer-centric mindset and ensuring the delivery of exceptional customer experiences
Quality Assurance Qualifications / Skills
- Deep knowledge of quality assurance terminology, methods, and tools
- Experience with QA measuring and testing equipment
- Working knowledge of quality system requirements
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and provide constructive feedback
- Strategic planning
- Emphasizing excellence
- Exceptional attention to detail and strong problem-solving abilities
- Strong leadership skills with the ability to motivate and inspire a team
- Unwavering commitment to meticulous results
- Excellent analytical, problem-solving, and decision-making skills
- Excellent analytical skills and ability to interpret data to identify trends and improvement opportunities
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
Education and Experience Requirements
- Previous experience in customer service and quality management, preferably in a leadership role.
- Experience with GSuite, Intercom (or other support software), Project Management, and Analytics software
- You have demonstrated the ability to develop and deliver training programs and materials.
What we're offering:
- 25+1 days PTO (25 regular + Birthday day off)
- Remote Work
- Flextime (Flexible Working Hours)
- Volunteer Days
- Personal Learning Budget
- Enhanced Parental Leave
- Additional Health Insurance
- Life Insurance
- Health & Wellbeing Benefits
We want our colleagues to learn and grow. We’ll be happy to have a like-minded person join us!
If you are interested please APPLY using the button below.
Confidentiality of all applications is assured. Only shortlisted candidates will be contacted!