Quality Customer Experience Manager

2 weeks ago

Perth, Western Australia beBeeLeadership Full time $90,000 - $120,000

Our company prioritizes quality and customer experience, driving exceptional results through curiosity and passion. We aim to improve every day, focusing on delivering value to our clients and customers.

About the Role
  • Lead the implementation of a quality framework in collaboration with senior leadership.
  • Oversee quality monitoring, customer feedback, and analytics to identify trends and improvement opportunities.
  • Translate customer insights into actionable plans through workshops and continuous improvement initiatives.
  • Partner with Team Leaders and Managers to bridge performance gaps through coaching, calibration sessions, and tailored action plans.
  • Mentor, coach, and support direct reports to achieve their best.
  • Present findings and recommendations to clients and stakeholders, emphasizing quality excellence.
Requirements
  • Experience leading quality or performance functions in a contact centre environment.
  • Strong analytical and problem-solving skills, turning data into meaningful outcomes.
  • A passion for customer experience and personal growth.
  • Proven leadership skills – coaching, mentoring and supporting team members.
  • Effective communication skills, engaging stakeholders at all levels.

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