Partners Quality Lead, Customer Support

About the team

As the Quality Lead – Customer Support Operations, you will play a critical leadership role in overseeing a team of Quality Specialists globally, ensuring they maintain exceptional quality standards across all regions. In addition, you will be responsible for managing the EU region's quality initiatives, guiding and supporting regional specialists to enhance our customer support operations. You will work cross-functionally to ensure consistency in quality evaluation, drive improvements, and uphold high-quality service standards, ultimately driving user satisfaction.

Responsibilities

- Lead and oversee a global team of Quality Specialists to ensure high-quality standards are met across regions.

- Take full ownership of quality performance for the Partners EU region, ensuring compliance with global quality metrics and standards.

- Conduct regular audits, data analysis, and performance reviews to assess and enhance the quality of customer support operations globally.

- Collaborate with regional teams to ensure that quality processes are followed consistently and effectively across different regions.

- Lead calibration sessions to align the global team on quality scoring rubrics and standard operating procedures (SOPs).

- Coach and mentor regional Quality Specialists, helping them improve their skills, performance, and adherence to quality standards.

- Act as a key point of contact for quality-related queries from both internal and external stakeholders, offering guidance and support.

- Develop, refine, and standardize global quality assurance processes and procedures to enhance operational efficiency and effectiveness.

- Track and report on regional and global quality performance, providing actionable insights to senior leadership.

- Drive initiatives to continuously improve user experience, identifying trends and implementing improvements to customer support processes.

- Support the Global Quality Lead in strategic planning, reporting, and execution of global quality improvement initiatives.