Job Description

Join our team as a Quality Manager in the Customer Experience Team!

Yes, you can! That's our attitude towards our work, ambitions, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and encourage everyone to achieve them – professionally and personally.

Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to build a local banking champion.

The primary responsibility of a Quality Manager is to ensure the delivery of exceptional customer service by evaluating interactions with customers on multiple channels. You will play a key role in shaping and implementing quality development initiatives aimed at elevating the customer experience and business results. By focusing on communication excellence, active listening, and problem-solving, you will foster a culture of continuous improvement and ensure that every interaction reflects the highest standards of quality.  

What You Will Do:

• Proactively refine and enhance the established quality assurance program by identifying opportunities to improve the evaluation form and overall evaluation process, ensuring it accurately reflects real challenges and employee performance
• Collect and analyze data related to conversation quality, customer satisfaction, and performance metrics to identify trends and improvement opportunities
• Contribute to creating training materials, presentations, and resources to support ongoing development initiatives
• Provide constructive feedback and coaching to managers and team leads, based on call evaluations, ensuring alignment with quality standards
• Explore and invent AI-driven solutions to expand and optimize quality assessments, driving efficiency and effectiveness
• Collaborate with cross-functional teams, managers, and training professionals, to align quality standards and procedures across the organization

What We Expect:

• Proven prior experience in service quality management, quality assurance or related leadership role within customer service/ sales environment. Knowledge of banking products/services is an advantage
• Strong understanding of customer service principles and best practices, call center operations and sales
• Coaching and mentoring skills, with the ability to guide and develop employees and managers to enhance performance and achieve quality standards
• Excellent active listening, analytical, and problem-solving skills with a focus on assessing performance metrics and using data-driven insights to recommend improvements
• Ability to assess performance metrics and analyze data to drive insights and recommendations
• Prior experience in developing and delivering training programs
• Proficiency in Microsoft Excel, including advanced functions and data analysis tools
• Strong attention to details combined with excellent organizational and time-management skills
• Good communication, negotiation and presentation skills with the ability to engage and influence stakeholders
• Fluent English and the local language are required in spoken and written communication due to working on Pan-Baltic level

Additional advantages:

• Knowledge of AI-driven quality evaluation solutions, speech analytics, and conversation intelligence tools.
• Experience with Amazon Connect and Contact Lens.
• Experience implementing or supporting automated quality monitoring initiatives.
• Understanding of customer interaction analytics and data-driven quality management practices.

What We Offer:

• Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humor and having fun
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
• Professional growth. Internal and external training programs, workshops, conferences, online training etc.
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor
• Gross salary. 3510-4500 EUR/month, which is to be determined depending on your level of experience and competencies
• Please note that this is a fixed term position.

The application deadline is 6th of November. We are looking for a candidate primarily already located within the Baltics please apply with your CV in English and PDF format!