Customer Care Quality Assurance Manager
Perk
full-time
Posted on:
Location Type: Hybrid
Location: Barcelona • 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead the Customer Care Quality Assurance Team.
- Accountable for assessing, reporting on, and coaching agents and leaders to exceed customer quality expectations.
- Maintain ongoing communication and collaboration with internal stakeholders, including Operations, Training, and Product.
- Define and drive the global QA strategy, aligning with industry best practices and CX evolution.
- Develop and execute a quality automation strategy, transitioning from manual sampling to continuous, automated evaluation.
- Translate quality signals into actionable process and product change proposals with quantified impact and time-to-value.
- Lead QA professionals in measuring and challenging performance through scorecards, calibrations, and trend analyses.
- Coach and develop Customer Care leaders on best practices in quality assurance.
- Define the required agent behaviors for delivering 7 Star Experiences.
- Partner with Continuous Improvement teams in Opex on CC projects.
- Streamline the performance feedback loop.
- Oversee the QA team's involvement in Customer Care projects, including eligibility assessment, task distribution, workload management, deliverable reviews, and providing constructive feedback.
- Contribute to operations initiatives such as fostering a high-performance culture across global hubs and boosting employee engagement.
Requirements
- 5+ years of progressive experience managing a global QA function, including working with outsourced Vendors.
- Mastery of Customer Care Quality Assurance objectives.
- Proven experience creating and managing QA scorecards and utilizing a variety of QA management tools and systems.
- Demonstrated effective communication and collaborative skills with internal and external stakeholders.
Benefits
- Receive competitive compensation and equity ownership in Perk
- Rest and recharge with our generous allocation of vacation days plus public holidays
- Take control of your physical health with your choice of private healthcare or a gym allowance
- Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
- Join our unforgettable Perk events, including our spectacular annual summer party
- Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
- Make your money go further with our flexible compensation plan
- Focus on your family with 17 weeks’ paid parental leave during your child’s first year
- Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
- Broaden your horizons with up to 20 "Work from Anywhere" days per year
- Nurture your language skills with in real-life English, Spanish and Catalan lessons
- Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
- Let us help you move to one of our hubs with relocation support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assuranceQA strategyquality automationscorecardstrend analysisprocess change proposalsperformance measurementcustomer experience (CX)continuous improvementOpex
Soft skills
coachingcommunicationcollaborationleadershipperformance feedbackemployee engagementstakeholder managementteam developmentproblem-solvingstrategic thinking