Your main responsibilities:

Strategy & Development: Creating operational plans (long-term and short-term) for Quality & Development teams based on a jointly defined strategy.

Standards & Optimization: Defining and implementing customer service standards, as well as processes for monitoring and enhancing quality within the CX area.

CX Project Management: Leading key operational projects aimed at driving measurable improvements in customer service quality and efficiency.

Leadership & Oversight: Managing teams responsible for quality monitoring, training, analytics, calibration, and work shadowing.

Process Automation: Implementing, supervising, and developing tools to automate training and development processes.

Leader Support: Evaluating the performance of operational leaders regarding effective advisor monitoring and identifying the root causes of customer dissatisfaction.

Organizational Culture: Building a culture of continuous improvement using the problem-cause-solution methodology and promoting a Voice of the Customer approach across all business decisions.

This is the right job for you if:

• Have experience in CX and Quality: Supported by a proven track record of defining service standards and executing projects that boost quality and efficiency.

• Are fluent in CX metrics: Can effectively translate quality initiatives into achieving KPI targets (NPS, FCR, Efficiency, Contact Rate).

• Have team management experience: Can coordinate and motivate cross-functional teams (spanning training, analytics, quality monitoring, and calibration).

• Are familiar with modern tools and automation: Possess practical knowledge of contact and process automation in CX.

• Are strong analytical thinkers: Can accurately diagnose root causes and smoothly execute corrective actions.

• Are leaders of change: Promote a proactive mindset, rely on the problem-cause-solution approach, and can effectively build a customer-centric organization.

What we offer: