Customer Service Quality Team Leader
Descrição da empresa
Farfetch is an innovative e-commerce company that brings the world's best fashion boutiques to an international audience. Launched in October 2008, Farfetch is rapidly growing into a truly global company. Our family now includes more than 1000 talented people and 400 independent boutiques across Europe, North and South America, Asia, and offices in London, New York, LA, Porto, Guimarães, São Paulo, Tokyo, Shanghai, Moscow and Hong Kong.
Descrição do cargo
Who We Are:
We are a revolutionary e-commerce company that brings brands and boutiques from around the world together to expertly curate the world’s largest selection of luxury.
We have rapidly grown into a truly global company since our launch in 2008 and we are continuing to grow. We have offices in London, New York, LA, Porto, Moscow, Shanghai, Hong Kong, Sao Paulo and Tokyo.
We are a company with an entrepreneurial spirit and innovative culture. We are positive, passionate and live our values: Amaze Customers, Be Human, Be Brilliant, Todos Juntos, Be Revolutionary and Think Global, day to day.
Reporting to the Global CS Training & Quality Manager, you will be responsible for coordinating the Quality Specialists (QS) in their daily activities, making sure that the quality requirements in place are fulfilled and the goals consistently achieved. You will also analyse advisors’ quality results and QS’ performance in order to optimize processes and support the Quality Specialists in their development, in partnership with the Training and Quality Manager. You will also be responsible for creating and supporting the Quality Specialists on performance reports and action plans.
Supervise quality improvement activities to ensure goals are achieved consistently;
Motivate and manage an international team of Quality Specialists;
Oversee and monitor the development and implementation of the quality improvement program across all offices, report to the Training and Quality Manager on the activities’ completion as well as define strategies to improve quality processes;
Work closely with the Training and Quality Manager to develop Quality Specialists’ skills and improve their performance;
Lead local and global calibration sessions and define action plans for variance reduction;
Provide training on quality processes;
Provide the management with reporting on Quality, C-sat and other operational KPIs related to quality performance in order to support strategic decisions;
Work closely with the Training team to identify needs and cooperate on the creation of continuous training contents;
Key Skills and Experience:
Professional experience: minimum of 2 years of customer service quality assurance and 1 year in a management role;
Excellent analytical skills;
Strong communication and relationship management skills;
Good Excel skills;
Ability to multi-task in time sensitive situations;
Experience working with an international company with multiple stakeholders;
Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team
Fluency in English is mandatory