JOB OVERVIEW:

As the Head of Quality and Training, you will be responsible for overseeing the quality assurance and training functions within our customer support department. Your role will be pivotal in enhancing agent performance, improving customer satisfaction, and fostering a culture of continuous improvement. This leadership position will involve developing and implementing strategies to maintain and elevate quality and training programs, ensuring that all agents meet or exceed performance standards.

KEY RESPONSIBILITIES:

• Lead the Quality Assurance and Training teams in developing, implementing, and monitoring training programs for customer support agents.
• Collaborate with cross-functional departments to align training and quality standards with company objectives and customer expectations.
• Conduct regular performance assessments and provide feedback to drive continuous improvement.
• Create and deliver ongoing coaching sessions and skill-building workshops for CS team members at all levels.
• Develop and maintain quality control guidelines to ensure agents consistently meet or exceed established performance metrics.
• Analyze customer interactions, feedback, and call data to identify trends and areas for improvement.
• Lead the design of training manuals, e-learning modules, and other resources for agents.
• Prepare and deliver reports on training outcomes, quality metrics, and team performance to senior leadership.
• Stay up-to-date with industry trends and best practices to ensure the customer support department remains competitive in training and quality initiatives.

REQUIRED SKILLS & QUALIFICATIONS:

• Proven experience (5+ years) in customer support operations, with at least 2 years in a leadership role overseeing quality and training.
• Strong understanding of customer support metrics, quality assurance processes, and training techniques.
• Exceptional leadership and team management skills, with the ability to motivate and develop talent.
• Excellent communication, coaching, and interpersonal skills.
• Ability to analyze data and translate findings into actionable improvements.
• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
• Proficiency in customer support technology, training tools, and CRM systems.

PREFERED QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Certification in Quality Assurance or Training (e.g., Six Sigma, Certified Quality Auditor) would counted  as an advantage.
• Experience with LMS (Learning Management System) platforms and e-learning tools.
  

WE OFFER:

• Great opportunity to take part in the development of a growth- and innovation-driven company and build its future.
• Dynamic work in a rapidly growing international company with personal development possibilities.
• Professional team with various international backgrounds to collaborate.
• Opportunity for career development.
• Wide benefits package: annual company performance bonus, extra day off on your birthday, dedicated days off for your physical and mental health, additional vacation days depending on the length of employment, health insurance policy, wellness and team-building events, dedicated budget for your training and development, paid online consultations with certified therapists and so much more!