IndirizzoQuality and Customer Experience Manager
As a Quality and Customer Experience Manager, You create, implement, and manage the quality of service and Customer journey standards and strategies, procedures and policies for Operations and monitoring the work of others to ensure those standards are met. You and your teams work very closely with all Operational teams as well as with the other departments within the company to oversee and improve all aspects of Customer Experience and quality of service, ensuring service level, KPI and Customer satisfaction throughout the E2E process. Your focus is to implement the Total Quality Management (TQM) philosophy, measure customer satisfaction and take actions as appropriate.
Responsibilities:
• Responsible for the implementation of TQM standards
• Proposing measures and recommendations leading to an increase in the quality of service and Customer satisfaction
• Understanding customer needs and requirements to develop effective quality control processes and its outcomes are used for further Customer Experience improvement
• Responsible for creation of methodologies and operational managed documentation, and making regular updates
• Overseeing the repository of managed operational documentation and client operational documentation within SharePoint
• Leading the Quality Assurance team, Complaints team to set and achieve service-level agreement and key performance indicators’ targets in its daily business
• Managing the review of contracts with partners and suppliers to ensure compliance with established standards, service-level agreements, and key performance indicators
• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
• Designing and implementing Quality and Customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Analyzing customer feedback, surveys, complaints, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborating with cross-functional teams, such as marketing, sales, product development, legal and the Operations, to align Customer Experience efforts with business goals and objectives
• Designing and implementing Quality and Customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
• Monitoring and measuring key performance indicators (KPIs) related to quality, customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Keeping accurate documentation and perform statistical analysis
• Leading projects and initiatives effective for Customer Experience improvement
• Preparing and managing annual budgets in achieving set objectives and goals
• Leading and developing direct subordinates
• Active participation in the company’s projects
#LI-CEE
Your Profile
Skills & experience:
• Work experience: minimum 24 months of people management experience (Contact Centre Operations, Quality, Customer Experience). Insurance or banking experience preferred.
• Knowledge of English language B2 as minimum
• Advanced knowledge of MS Office, advanced PC skills
• Very good organizational and time management skills
• Very strong interpersonal skills, negotiation skills
• Proactive approach, analytical and logical thinking
• Ability to motivate colleagues and lead the team to achieve set goals
• Orientation to the client and his satisfaction and the overall quality of the services and care provided
We offer:
- Attractive salary based on your professional experience and skills
- Comfortable working environment, pleasant and creative atmosphere and delicious coffee without limit
- Financial bonuses
- 25 days of holiday
- Meal vouchers worth 150 CZK from the first day and restaurants near the company
- Flexible working hours
- Home Office (60% monthly)
- Home Office contribution (750 CZK per month)
- Laptop & IT equipment for your home office
- MultiSport/SODEXO Flexi Pass card (500 CZK per month)
- Telemedicine - 24/7 online medical support for you and 5 family members
- Pension insurance (1000 CZK per month)
- Free annual travel insurance for Europe
- Free life insurance
- E-learning courses
- Great location in modern and pleasant offices in Ostrava (Nova Karolina)
... and much more (discounts at our partners etc.)
About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
