- Excellent communication ability
- Excellent knowledge of current Quality Standards and principles e.g. COPC qualified or Quality Assurance experience.
- Excellent time/priority management
- Good stakeholder management
- Good MS Office skill - especially Excel & Powerpoint.
- Good data analysis skills
- Excellent Root Cause Analysis skill
- Good SMART goal setting skill
- High mental & emotional resilience.
- Valid passport.
- Some business travel may be required based on business needs.
- Agile Method trained
- Lean 6 Sigma trained
- COPC certified.
- Project Management Skill (e.g. RASCI & GANTT)
- Prior Team Leader/Manager experience
- Public speaking skill
- Media production (audio/video/canva)
Customer Service Advisor - Edinburgh, United Kingdom - Trip
Description
Job Description
What youll be doing
Reporting to the EMEA Quality & Knowledge Operations Manager, you will become part of the core group of Quality for EMEA - supervising a group of Level 2 employees (first-layer management staff - in this case, the Flights QC Team for Inbound, Outbound, and Customer Success across in-house and outsourced business partners). You will be supporting the execution of business and departmental strategies outlined by , especially in connection with continuous improvement and quality control functions across the EMEA region for the languages and products assigned. This may involve being engaged in quality management work across multiple geographic locations and time zones where our business partners and key stakeholders are located.
Day-to-day, you will effectively coordinate with both peers and your direct reports to ensure data-driven, smooth, efficient/timely, and accurate delivery of key functions such as contact monitoring, root cause analysis, case reviews, ensuring a steady flow of product and procedure suggestions to relevant departments, spot checks, as well as the accuracy of this work. You'll report regularly on these matters to OM+ while delivering both regular and ad-hoc reliable analysis, actions, and advice on-demand.
More broadly, you will follow the progress of the overall team workflow, productivity, efficiency, and accuracy by using data insights, monthly 1:1s, performance coaching and management, as well as nurturing the overall development and improvement of your direct reports' skills and competencies via the above methods and through the corporate Goal-setting & Performance Evaluation mechanism to ensure a steady supply for the talent pipeline and career development opportunities. You'll take care of delivering Business Reviews either on a monthly, quarterly, or half-year/full-year basis for key stakeholders such as OM and Director+. You will also work diligently to build strong relationships across all functions and locations and ensure effective collaboration across our global team.
You will work as part of the wider leadership team, which includes Group Leaders, WFM, Training, HR, Admin, IT Culture, and any L4+ in order to ensure the smooth and compliant running of the local and regional operation as needed. This may include duties such as administrative work, KPI analysis and reporting, action plan creation, execution, and tracking; promoting company values, championing employee satisfaction, performance, behaviour, and absence, HR support for effective management of L2 and L1 employees. Maintaining and enhancing your role model behaviour and leadership competency and inspiring others to do the same.
Working hours- Your normal hours of work per week will be 37.5 hours, Monday through Friday, 8am to 5pm subject to business needs.
Who we are looking for
This role is perfect for someone who is a self-leading dynamic, enthusiastic and inspiring fledgling (or experienced) people-leader, with a great eye for detail, a data driven decision maker but who can keep the employee and customer experience first focus. They'll be compassionate but not permissive, demanding a high standard of behaviour, performance and growth from themselves and others in line with business policies. They will have a high level of energy and passionate curiosity to keep learning and developing their own skills independently, and if they are an internal candidate - already demonstrate a good (or deep) understanding of Leadership Competency Model principles, CREDO Values and values in both word, action and historic performance.
What youll need
Desired but not essential
Assessment Process
The interview process will consist of two stages. You will initially be invited to a skills based interview in which your skills and suitability for the role will be assessed. Should you successfully pass the initial interview stage you will then be invited for an assessment which will consist of a skills based exercise and a roleplay.