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Quality Assurance Program Manager- Shop, EMEA Serivce
4 months ago
About us:
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators.
Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.The Role:
Quality Assurance Program Manager will join our Service Delivery team as part of the Service Centre, focusing on managing projects that deliver consistency across our BPO network and internal escalation teams.
Define with internal stakeholders to deliver continuous improvement and assurance projects that harmonise customer experience across our network, improve customer experience, increase efficiency, reduce costs and ensure compliance adherence.
How the Role contributes to our Mission:
Quality and Training teams enable our Service Delivery teams network to resolve inbound contacts from our Buyers, Sellers and Creators and drive continuous improvement together with inhouse teams and BPO suppliers Responsibilities- Develop and implement quality plans and strategy with scalable processes, tools and systems that allow efficient monitoring of performance.- Define, build, implement and monitor the inbound/outbound quality framework with stakeholders that delivers best in class experience for customers.- Evaluate current processes and operations and identify gaps and weaknesses through root cause analysis to develop improvement plans.
- Partner with our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.- Effectively communicate updates and developments with team members, trainers and management.- Produce statistical reports and insights on quality performance.- Partner with our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.- Partner Global Quality PM and implement quality standards across the region.
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
Minimum Qualifications- BA/BS degree or equivalent practical experience.- 3 years experience in Quality Management within a Customer Service organisation.
- Project planning, risk management and time management skills- Good written and verbal communication skills in English- Proficiency in project management software and spreadsheet tools Preferred Qualifications- Experience in eCommerce platforms in the relevant region- Qualified to Lean-Six Sigma Green Belt (or above)- Qualified to Prince2 Project-mgt or relevant project management recognised qualification- Proven experience in data analysis, particularly in conducting root cause analysis, to effectively- Excellent written, verbal and interpersonal communication skills with experience to present to C-Level leadership