Key Responsibilities / Duties:
- Own and drive a plan for quality and customer experience improvement (Qualify Plan), driven by customer feedback and metrics, quality reports and insight; implementing and measuring success (actions sitting across other business areas)
- Deliver timely, actionable insight and reporting on Quality and VOC, including regular quality / VOC meetings
- Document and maintain best practice closed-loop quality/voice of customer processes; assure the operation’s quality management, customer experience and compliance-related issues
- Provide company direction and guidance of the tone of voice on behalf of Customer Service; ensuring all templates reflect this and are up to date
- Build and maintain relationships with key stakeholders to support in the promotion and delivery of Quality and Customer Experience vision
- Engage the various departments in Quality and Voice of Customer to create a sense of motivation, excitement and achievement as we move toward
- Always be a leader and advocate, creating a compelling and exciting vision for Quality and VOC, remaining impartial and representing an independent view
- Familiarizing and evaluating internal operation processes. Producing statistical reports on quality standards
- Reporting on quality standard issues to stakeholders at all levels of the business
- Improving operation efficiency to ensure a smooth and sustainable flow of work
- Managing waste based on data & evidence
- Guide and escalate issues to the owner of the solution who will manage the resolution/delivery / backlog
Key Working Relationships:
- Director of Change & Improvement
- Customer Service, Payment, Fraud and Compliance teams
- Commercial and Product development teams
- External service providers
Person Specification, Skills, Experience & Qualifications:
- Degree-educated or relevant experience
- Relevant experience in a Quality Management role (driving both quality and customer experience metrics)
- Excellent communicator across all levels in German and English language, with collaborative and inclusive approach who is effective in working with ‘virtual teams’ and building stakeholder relationships
- You build relationships easily and can leverage them for the benefit of the business and the customer
- Comfortable being challenged about decisions, able to effectively give feedback and receive it
- Experience in driving Quality and Customer experience in a multicultural/multilingual environment
- Experience in working with CSAT and NPS measurement and improvements within an operation environment would be beneficial
- Data analysis and statistical aptitude, strong in using Excel, Confluence, Jira
- Familiarity with formal quality management methodologies (may have formal quality management qualification)
- Experience in designing and managing operation-specific quality management processes and measurements, as well as experience of quality coaching and coaching methodologies
- People-focused with experience of nurturing talent and getting the best out of teams
- You need to be passionate about delivering extraordinary service
- You thrive when working within a fast-paced, ever-changing environment
- Highly conscientious and diligent
- A Facilitator who can turn difficult statements/situations into meaningful conversations and actions. You can give clarity to a discussion and outputs, and you understand how to give everyone a voice.
BetVictor is an equal opportunity employer.