Quality Assurance Manager, Customer Support

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Quality Assurance Manager, Customer Support

Department: Customer Operations

Employment Type: Permanent - Full Time

Location: UK - London

Reporting To: Lucinda Morek

Description

Your new company

A tech scale up with Big Plans...

When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.

Not Heard of us ?

We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide.

The Quality Assurance Manager will be responsible for ensuring the highest quality of technical support services provided to our customers. This role will involve developing and implementing quality assurance programs, monitoring agent performance, and driving continuous improvement initiatives. This role will develop the methodology for monitoring quality service deliver across all regional Support teams to eventually expand practices across the customer function as a whole.

Key Responsibilities

Develop and Implement Quality Assurance Programs:

• Create and maintain comprehensive quality standards, metrics, and performance indicators
• Develop and execute quality assurance audits and assessments
• Analyse customer feedback and identify areas for improvement
• Implement quality assurance training programs for technical support agents

Strategic Oversight of Quality Control processes and systems:

• Provide strategic direction and oversight for Quality operations within the Support function, ensuring it supports customer team goals
• Lead the implementation/optimisation of the Maestro system, and/or alternative technology to support consistent quality control
• Serve as a senior leader within the Customer Support team to represent Customer Team needs/requirements

Monitor Engineer/Agent Performance:

• Track and analyse engineer/agent performance metrics, including call handling time, first call resolution rates, and customer satisfaction scores
• Conduct regular call/ticket/chat reviews and provide feedback to agents
• Provide regular reporting and insights to Customer Support Leadership on engineer performance and quality
• Identify training needs and develop targeted training programs in collaboration with Customer Support Leadership

Drive Continuous Improvement:

• Collaborate with technical support/customer team leadership to identify and implement process improvements
• Analyse trends and identify root causes of quality issues relating to service and processes
• Develop and implement action plans to address quality deficiencies

Design and Implement Rewards and Recognition Programs:

• Develop and implement a comprehensive rewards and recognition program that aligns with company goals and values (optimising Gamifier and/or other supporting technologies)
• Identify and reward outstanding performance, exceptional customer service, and contributions to team and company success
• Track and analyse the impact of the rewards and recognition program on employee morale, engagement, and performance
• Gather feedback from employees and stakeholders to assess program effectiveness

Internal Knowledge Base Strategy:

• Lead the strategy for the Internal Knowledge Base, ensuring it is comprehensive, up-to-date, and aligned with customer and engineer needs
• Promote the Internal Knowledge Base as a critical resource for and support staff
• Support the development of the external knowledge base in collaboration with the operations and systems manager

Leadership & Management:

• Create and develop team when to support in the quality control function
• Provide coaching, mentorship, and development for the Customer Support Leadership in quality processes and reviews
• Be a change champion and lead the drive for quality across the Support function and Customer teams
• Lead initiatives using data analysis to enhance (CSAT) and (NPS) metrics directly across Customer teams
• Develop and implement strategies to continually improve all Customer Support metrics

Additional notes.
Start date for this role is 1st April 2025.

Skills Knowledge and Expertise

• At least 3 years' experience in an operational leadership role in a B2B SaaS environment
• Strong understanding of technical support processes and systems
• Excellent analytical and problem-solving skill
• Attention to detail with numerical accuracy and ability to perform high-level data analysis
• Strong communication skills, written and verbal with ability to prepare and present department plans
• Ability to manage competing priorities and deliver to deadlines
• Experience with Salesforce CRM and Zendesk is very advantageous

Benefits

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team:

• Hybrid working
• Healthcare
• Life insurance
• 6 weeks - work anywhere option per year
• Employee Assistance program
• Contributory retirement savings plan
• Opportunities for training & development
• Great team and culture
• Discounts portal
• Income protection Insurance
• Online GP services

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.