CX Quality Team Lead (Maternity leave)

Required CX Quality Team Lead (Maternity leave)
About The Position
Being a CX Quality Team Leader requires a holistic quality approach. Its about promoting a culture of continuous improvement in customer service interactions, performance, workflow and procedures, and monitoring, while constantly striving for process improvements.
As the CX Quality Team Lead, you will be an integral part of the CX department, focusing on developing, implementing, and empowering our quality assurance strategies that significantly impact customer service and internal operational processes. In addition to managing the Quality specialist team, you will work closely with CX group leaders and other key stakeholders across departments.
Responsibilities
Lead and manage the remote CX Quality Specialists team.
Develop and implement quality assurance programs and processes to enhance customer service and technical support ticket handling.
Identify and lead continuous quality improvement of internal processes and operations in the CX department
Implement and monitor Key Performance Indicators (KPIs) and metrics within the CRM system to track team performance and customer satisfaction.
Oversee execution of CX Lessons Learned protocol and sessions, translating findings into actionable improvements for both CX teams and other departments.
Compile and present regular reports on CX quality metrics, customer feedback, and operational improvements.
Collaboration with all CX group leaders to improve the quality of service, in addition to acting as a liaison with other departments to ensure alignment of quality initiatives.