Quality Improvement Manager
Tabby
- United Arab Emirates
- Permanent
- Full-time
- Lead the development and execution of a strategic customer service quality improvement program, aligned with overall business objectives.
- Conduct in-depth analysis of customer data (surveys, reviews, call recordings) to identify trends, root causes of issues, and opportunities for improvement.
- Design and implement innovative solutions to enhance customer service processes, efficiency, and effectiveness.
- Develop and maintain key performance indicators (KPIs) to measure progress and track the impact of quality improvement initiatives.
- Manage and mentor a team of Quality Improvement specialists, providing coaching and fostering a culture of ownership.
- Collaborate with cross-functional teams (e.g., Operations, Product) to identify and address systemic issues impacting customer experience.
- Lead customer service calibrations and identify areas for improvement in adherence to policies and procedures.
- Champion best practices in customer service and ensure their consistent implementation across the department.
- Stay abreast of industry trends and best practices in customer service quality improvement.
- Develop and deliver compelling presentations on quality improvement initiatives and results to senior management.
- Minimum 7-10 years of experience in customer service, with a strong focus on quality improvement.
- Proven track record of successfully leading and implementing large-scale customer service quality improvement initiatives.
- Strong analytical skills with experience in data analysis, interpretation, and storytelling.
- Excellent communication, interpersonal, and leadership skills. Ability to inspire, motivate, and mentor a team.
- Experience in project management and the ability to manage multiple priorities effectively.
- Deep understanding of customer service best practices and quality improvement methodologies (e.g., Lean Six Sigma, Six Sigma).
- Experience with customer service software and data analysis tools (e.g., CRM, reporting dashboards).
- Certification in customer service training or related soft skills
- Six Sigma (Black Belt or strong statistical data processing experience) / LEAN or any other quality management certifications
- We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
- A working environment that gives you autonomy and responsibility from day one.
- You should be comfortable with the idea that the quality of your work will influence the shape of your career.
- Participation in the company's employee stock options program.
- Health Insurance