Job Description

As the Customer Service Quality Lead / Quality & Knowledge Specialist, you are responsible for the quality & knowledge management for your markets. You are responsible for collaboration with both in-house and out-sourced operations, maintaining and increasing CS global quality. We are looking for a specialist with strong analytical skills and a business mindset that contributes to delivering excellent customer service. You also have a good understanding of quality and knowledge in customer service.

Key Responsibilities

Maintain and control quality assurance processes and standards.Analyze performance data to identify trends and areas for improvement.Lead the quality and knowledge management processes for both in-house and outsourced teams.Work closely with in-house and outsourced operations teams to ensure alignment on quality and knowledge management initiatives.Implement knowledge management best practices and tools.

Qualifications

This is an opportunity for an open-minded inspirational, communicative, forward-thinking team player with a strong business mindset in-line with the H&M values. We ask you to be yourself, drive results, work towards goals and go for it with everything you’ve got. We want you to bring a flexible mindset, being confident in your own skill, and daring to make and take decisions.

 

What you need to succeed:

Relevant experience in training and quality in a customer service center is a must.Strong coordinating skills with ability to oversee multiple workstreams.Exceptional analytical and quantitative problem-solving skills.Excellent communication and presentation skills.You have an insight-driven approach to business growth, where you take responsibility and are accountable to deliver results in line with vision and goals.Familiarity with data management and visualization systems such as Power BI.Advanced Microsoft Excel, PowerPoint, and Word capabilities.Inclusive, positive, open to feedback, willing to multitask and learn on the job.You are a strong communicator with great ability to influence others and collaborate on a shared vision.Excellent communication skills in English, both written and spoken.

Additional Information

This is a full-time position, reporting to the Global Training & Quality Lead.

This position is based in Cebu, Philippines.

If you feel that your experience, skills and ambitions are right for this role, please send your application as soon as possible. Due to data policies, we only accept applications through career page.