- Create, develop and maintain the Quality Assurance program in the Customer Support department;
- Develop and implement quality assurance strategies, policies, and procedures tailored to the specific needs of our customer support function.
- Design and oversee quality monitoring processes to evaluate customer interactions, including calls, emails, chats, and other communication channels.
- Establish Quality metrics to measure the effectiveness and efficiency of our support operations
- Conduct regular audits, checks and reviews of customer support interactions and standard operating procedures to ensure adherence to established quality standards and compliance with company policies:
- Analyse data and performance trends to identify areas for improvement and develop action plans to address gaps in service quality.
- Prepare and present reports and recommendations to management on quality assurance performance, trends, and areas for improvement.
- Provide coaching, training, and feedback to customer support agents to enhance their skills and performance in delivering exceptional service.
- Lead and participate in quality-related projects and initiatives aimed at enhancing the overall customer support experience. Actively contribute to the achievement of the vision & mission, goals, OKRs and direction set for the team and department;
- Collaborate with cross-functional teams and key stakeholders (Team Leads, Reviewers, Heads) to implement quality improvement initiatives and best practices.
- Establish strong collaboration & connection with the CQA (Competence & Quality Assurance) team, to support competence assurance and share insights for training needs
- Perform other ad hoc tasks, related to the Competence & Quality assurance area
- Stay informed about industry trends, best practices and regulatory requirements related to customer support quality assurance.
- 3-5 years in the Quality Assurance field, tailored for Operational team is essential.
- Excellent verbal, written & listening skills in English
- A team player with excellent time and project management skills and the ability to multitask and manage multiple projects simultaneously.
- Showing excellent problem-solving skills and attention to detail, taking responsibility & ownership in challenging situations
- Demonstrating the ability to see the big picture, analyse gaps & risks, and make recommendations for improvements
- Experience in working with QA tools
- Delivering high-quality results that meet the identified targets;
- Ability to work effectively individually and within a team: a friendly, empathic and solution-oriented person
- Willingness to learn continuously
- Passion for excellent customer experience
- Be part of building a meaningful product in a growing fintech scale-up;
- A competitive rewards package;
- Generous holiday allowance (based on tenure);
- Competitive healthcare insurance / wellbeing package (based on your location);
- An annual training budget of €1,000 to spend on your growth;
- We truly embrace flexibility and our people work from a variety of places (office, hybrid and remote, you can find it all here);
- If you are near one of our offices, we are a pet-friendly company and we enjoy regular opportunities to connect in person (we truly value in person connection on a regular basis and celebrate in style).
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Quality Assurance Program Manager - Kraków, Polska - TransferGo
Opis
TransferGo is a growing fintech scale-up on a mission to make the world a fairer place for migrants. We strive to provide tailored, more affordable financial services that make people's hard-earned money go further. Now in our 12th year, with over 370 employees in offices across Europe, we're crafting a brilliant, relevant product that makes a difference in people's lives and the well-being of their families.
We've come this far by building a talented, diverse workforce on a fair culture and our strong values. Having this strong team of employees, we can serve those who really need our product to make their lives better.
The Competence & Quality Assurance team plays a critical role in fostering the culture of competence, continuous learning, and rigorous quality assurance in the Customer Support function. The CQA team is responsible for onboarding & refreshment training, maintaining the knowledge management flow, creating & refining procedures and SOPs and leading quality assurance in the function. To make sure we're doing that in the best way possible, we're now looking for a talentedQuality Assurance Program Manager to work in our CQA team.
Here's what you'll be doing as Quality Assurance Program Manager:
You'll report to our Head of Competence & Quality Assurance (CS).
Here's what we'd love from our new Quality Assurance Program Manager:
What we believe
At TransferGo , we know that recognition is about more than just money, and we've fostered a culture of kudos to shine a light on the great work throughout the business, and the people making it all happen. We hold regular in person events to connect with each other and help all our TransferNauts to grow with a generous training allowance. We believe that empowering people makes for a happier and more effective workforce. This means we enable anyone who wants to pursue initiatives that deliver real value for our migrant customers.
What we offer:
At TransferGo, we are committed to the equal treatment of all current and prospective employees. We will not tolerate discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage, civil partnership or any other protected category. We are proud of our diverse and inclusive culture and we strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TransferGo. We look forward to meeting you
