Quality & Training Team Manager - Athens, Greece
Location: Athens, Greece
FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive.
Be ready to work in a multinational, diverse, highly motivated and collaborative team of passionate developers who strive for excellence and like to have fun.
You will be actively managing our Quality Assurance & Training programs for our Customer Care and Document Management teams, making sure that every customer support experience we provide to our riders and drivers is a great one!
Are you ready for your next ride?
YOUR DAILY ADVENTURES WILL INCLUDE:
Our work is all about providing great customer service experiences for our customers.
You will be providing day-to-day line management to our Quality & Training team, a group of knowledgeable and experienced Quality & Training Analysts.
Your focus will be on ensuring that our Customer Care Quality Assurance and Training programs are executed to the highest standard, and that the Quality & Training Team is driving continuous improvement to our Customer Care offering.
You’ll analyse our Quality Assurance and Voice of Customer data to identify and then execute opportunities for improvements to the customer and agent experiences.
You’ll partner with Customer Care and Document Management leaders to ensure that these programs are generating actionable insights, and that our front-line agents are skilled to deliver top-quality support.
Key Systems: Zendesk CRM & QA | GSuite
TO BE SUCCESSFUL IN THIS ROLE:
- 2-4 years of experience managing delivery of Quality Assurance and Training programs in a Customer Care setting
- A background in Customer Care, with a passion for delivering great customer support experiences
- Experience of managing subject matter experts, providing effective and empowering day to day leadership
- Awareness of best practices around Training and Quality for Customer Care
- A track record of delivery, with the skills to overcome challenges and solve problems
- An effective communicator both verbally and in writing with the confidence to engage with or present to leaders across the business
- Ability to analyse data and identify trends and improvement opportunities.
- Experience working in a technology company, with experience in the mobility industry a plus.
BENEFITS & PERKS IN A NUTSHELL:
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Plus more local benefits depending on your work location! |
DIVERSITY, EQUITY & INCLUSION:
FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work.
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