About this role
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. We are looking for a Quality Assurance Program Manager role to set up the quality strategy and execution framework, build customer service proficiency to achieve the best customer experience consistently.
Responsibilities
- Develop and define QA strategy, execution framework and learning curriculum.
- Drive root causes analysis of user dissatisfaction and implement key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, CSAT, handling time.
- Manage improvement projects ensuring timely launches and success criteria achieved.
- Drive operations to reach the CSAT goals and QA goals set by the global team, supporting them to reduce errors, improve auditing quality, and enhance coaching compliance.
- Closely collaborate with Service stakeholders to identify and prioritise monthly business critical learning needs to ensure consistent targeting of learning solutions.
- Present improvement opportunities to cross-functional stakeholders with data, context, problem statement, proposed solution.
- Execute daily operational actions to ensure compensation approvals, BPO escalations handling and unblocking issues.
- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.