Responsibilities
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Quality Assurance Program Manager to identify improvements in our BPO outsourcing level of quality.
Responsibilities
- Quality Monitoring: Ensure effective associate monitoring, feedback and coaching to associates on a daily basis, with effective quality improvement
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- Resolution: Identify quality improvements that will elevate associate ability to deliver true resolutions delivered to our customers and partners
- Knowledge: Assess knowledge gaps impacting resolution or efficiency, conduct root cause analysis, develop and execute improvement plan
- Removing Friction: Partner with Regional Voice of Customer (VOC) and Training teams to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.
- Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.
- Provide weekly insights into market performance seller and creator trends and sentiment as well as QA metrics.
Qualifications
Minimum Qualifications
- Graduated with a Bachelor's degree or above in 2023 or onwards.
- Available to start in May 2025.
- Possesses good written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.
- Skilled in communicating effectively with both team members and customers, with proficiency in English and ideally German or Italian.
Preferred Qualifications
Experience within Customer Service is preferred.