Head of Quality Control - Customer Services

2 days ago

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Parcelhero

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International Courier Services • Parcel Delivery • International Delivery • EU Delivery • Timed Delivery

51 - 200

💰 Private Equity Round on 2021-11

Description

• ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. • We’re a technology-driven company, delivering solutions to ensure exceptional customer care. • We offer excellent career growth opportunities. • We foster a collaborative and innovative culture. • We’re a fast-paced, remote-first company that values initiative and ownership. • We are seeking an experienced Head of Quality Control to lead our quality assurance processes. • Your role will involve managing the quality of our after-sales support and training customer service teams. • Ensure timely and effective issue resolution by phone, chat, and email. • Monitor performance to maintain high standards of service. • Handle customer inquiries professionally and efficiently.

Requirements

• Education: Bachelor’s degree in business administration, operations management, quality assurance, or a related field. • Experience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting. • Certifications: Quality management certifications (e.g., Six Sigma, Lean) are a plus. • Technical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems. • Attention to Detail: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-up. • Leadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitors. • Customer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experience. • Communication Skills: Excellent verbal and written communication skills and fluent English.

Benefits

• A collaborative and dynamic work environment. • Opportunities for career growth within a fast-growing company. • Competitive salary with performance-related bonuses. • 20 days holiday per year (plus bank holidays) • A paid day off on your birthday