Your mission
Are you a passionate customer service expert with experience in leadership, coaching and/or Quality Management and looking for a remote opportunity within Team & Quality Management? Then this opportunity is waiting for you!
- As a Freelance Quality & Team Manager, you're in charge of ensuring the service quality for our prestigious clients, overseeing up to 25 freelance customer agents, our Talents. You'll provide them with guidance and support to enhance their skills and performance.
- Your responsibilities include conducting individual coaching sessions and call monitoring to identify strengths and areas for improvement, with a focus on enhancing customer satisfaction and experience.
- You'll analyze the training needs of our Talents and coordinate their participation in relevant courses, such as communication and product knowledge, while reflecting on their progress together.
- In addition, you'll lead engaging online workshops and project onboarding sessions to share essential knowledge and motivate your remote team to maintain high-quality standards.
- As the primary point of contact for our Talents, you'll proactively identify opportunities for process improvement and report successes directly to the Operations Manager. Join us in shaping excellence!