Quality and Performance Manager (English)

We are The Customization Group,

A global leader in mass customization. With facilities in the USA, Poland, and Latvia, our team can manufacture up to 500,000 personalized products daily, reaching millions of customers through 20+ of our own online shops and 1,000+ external shops. 

Our digital on-demand business model expresses our commitment to sustainability and innovation. Our diverse team of over 500 professionals from 60 nationalities works together to offer a wide range of high-quality products that bring happiness worldwide. You will fit in here if you are a unique individual with a proactive, self-driven work attitude and a good sense of ownership.

We have a brand-new opportunity for a Quality and Performance Manager. You can put yourself in the customers' shoes and remain helpful, patient, and cheerful. Does that sound good? Then keep reading! 
 
Why You’ll Love Working With Us:

• Global Perspective: Collaborate with our international teams and expand your horizons.
• Flexible Working: Tailor your work setting to your personal needs, with options for remote working with Top-notch Home Office Equipment to optimize your work environment.
• Celebrate Life: Enjoy additional leave for those moments that matter most.
• Office Perks: Relish a variety of breakfast options and snacks, which are always on us.
• Dining Delight: Enjoy a monthly meal allowance of €100 after passing a probation period.
• Growth and Learning: Acquire valuable insights and skills for a brighter professional future.
• Team Spirit: Connect and grow with your colleagues at our regular team-building and company events.

Your Day-to-day responsibilities:

• Establish effective quality control processes for global customer service.
• Lead and manage a team of Quality and Support professionals.
• Maintain and analyze metrics (CSAT & NPS) and documentation.
• Objectively measure and report on customer support performance.
• Oversee agent onboarding, coaching, training, and ensure continuous improvement.

 Preferrable Background: 

• Over 3 years of experience in customer service, training, or QA analysis.
• Strong analytical skills with the ability to identify patterns and trends in data.
• Solution-oriented, proactive personality with strong leadership skills.
• Excellent cross-cultural communication, ensuring clear and transparent interactions.
• Proficient in written and spoken English; additional languages are a bonus.

Even without every qualification, your unique experiences and skills could make you a great addition to our team, so embrace the opportunities that await you here. Your journey may lead to new skills, relationships, and success. 

One team. Millions of happy customers worldwide. Join us!
https://www.thecustomizationgroup.com/

Apply Here - https://careers.thecustomizationgroup.com/jobs/4532115-quality-and-performance-manager