Join Our Team as Quality Manager!
As a leading international real estate developer with investments across Europe and the Middle East, we are committed to redefining the world of real estate. Since our inception in 2016, our mission has been clear: to realize the potential of our clients, professionals, and partners by building the real estate solutions of the future.
Role Overview:
Quality manager should ensure that all products and services within a company meet consistent standards. Develop and implement quality control tests to ensure the company's result is what it should be, inspecting at various stages of processes and writing reports on their findings to act where needed. Helping preserve company's reputation by ensuring that our products and services are capable to drive sustainable growth. Quality Manager plays crucial role in ensuring the highest standards of sales performance and customer satisfaction, while driving continuous improvement in sales processes.
Key Responsibilities:
- Act as the guardians of service quality, meticulously ensuring that every customer interaction adheres to established standards, guidelines, and best practices.
- Review a subset of Customer Care agents conversations (calls, emails, chat, etc).
- Monitor and analyze the quality of customer care, develop quality assurance programs, and provide feedback to improve customer satisfaction.
- Manage customer care quality through feedback analysis & bad ratings. Develop training programs, and drive process improvements to enhance satisfaction and efficiency.
- Provide clear insight into performance drivers and the levers which impact performance.
- Manage auditing reports for Customer Care activities & transactions.
- Analyze customer service metrics (e.g. CSAT, FRT, etc) and support team performance to enhance KPIs, and devise strategies for improvement.
- Create weekly and monthly reports that reflect support performance
- Help the team improve agent performance with specific instructions and constant support;
Requirements:
- Bachelor's degree in quality management, business administration or relevant field;
- Exceptional command of the English language, both written and verbal;
- Strong command of Microsoft Excel for data analysis, spreadsheet management, and reporting;
- Competence in Microsoft Word for document creation and reporting;
- Familiarity with Microsoft PowerPoint for presentation development.
- Experience in real estate field is a must.
Skills:
- Analytical thinking; Ability to analyze and interpret data to develop insights and recommendations.
- Decision-making skills.
- Attention to detail.
- Problem-solving skills.
- Effective communication skills.
- In depth understanding of quality control procedures and relevant legal standards;
- Presentation skills to present solutions to the team and sometimes to customers.
If your skills align with our vacancy requirements and you are motivated to be a part of our dynamic family, we want to hear from you!
How to Apply:
To apply for the Quality Manager position, please submit your resume.
We look forward to hearing from you!
