Quality Assurance Manager - Customer Care

Job Description

Want to help millions of people think better?

reMarkable is a Norwegian tech company on a mission to help people think better in a distracted world. We recently confirmed our status as Norway’s latest unicorn, with over 300 employees in Oslo and a million devices sold worldwide. In what feels like no time, we've gone from a small startup finding its way to being one of the fastest-growing companies in Europe.

Following the successful launch of reMarkable 2, which was named one of TIME's top 100 inventions of 2020, and our new subscription service, Connect, in 2021, we've set ourselves exciting growth and product development goals for 2022. To help us get there, we need new colleagues ready to make a real difference through their work – and that’s where you come in.

About the role

One of reMarkable’s three most important objectives is to ‘Help and delight customers worldwide’. The Customer Care team is an integral part of that ambition, as we help thousands of customers every month, thereby driving reMarkable’s mission of enabling Better Thinking. As our customer base grows, we need more service-minded people to join our team. Currently, we have about 25 employees in our Customer Care team in Oslo and an external team in the Philippines.

As we grow, we see the need for more focus on the quality processes in our operation. That's why we're currently looking for a Quality Assurance Manager with strong analytical skills to join our team. Your experience will allow you to make your mark on how we build this discipline in the service domain, and to have a real impact on how our customers enjoy their experience with reMarkable products and services
You will be a member of our Vendor Management team and contribute to a wide variety of exciting development initiatives to further improve our service operations. Are you ready to join the exciting growth of a truly unique technology company?

Tasks and responsibilities

• Develop and improve Customer Care’s quality systems and frameworks

• Monitor, evaluate, and audit customer interactions and other customer facing processes to ensure that customers receive the envisioned experience of the reMarkable customer life cycle.

• Lead calibration sessions with Quality and Operations team to ensure scoring consistency and best practices

• Lead internal quality audits of existing support processes to improve overall quality and recommend changes

• Align with training and operations team on suggested improvement plans and help develop instructional materials specific to addressing quality results and opportunity drivers

• Provide timely feedback and communicates results of evaluations to appropriate stakeholders

• Analyse KPI’s and set targets with the team

• Conduct data analysis, identify key drivers, trends and root causes of errors that impact quality of customer care

• Analyse NPS and customer feedback and proactively propose improvement initiatives

Additional responsibilities:

• Lead and contribute to projects and phase deliverables, and ensure Support readiness for new initiatives.

• Be a strong and nuanced Voice of the Customer into projects and initiatives across reMarkable.

• Be a good role model and build a strong culture aligned with the company values.

Who are you?

You have significant experience with developing and leading quality processes in a large-scale customer service operation. You are analytical, and capable of translating data into patterns and trends. In addition, you have an ability to detect improvement areas quickly and you rally colleagues and partners to implement changes effectively.

As a person, you are structured, flexible and have strong communication skills. Additionally, you’re not afraid to speak up and challenge the way things are done. We appreciate your curiosity and ambitious nature, as well as your ability to empathise and care for both individuals and groups. Above all, you are a team player by nature, and you see your success through the development and success of those you guide. You find true reward in seeing your impact through increased customer satisfaction.

Requirements

• Experience working with QA in an outsourced contact center environment

• Knowledge of standardised quality systems and QA tools is an advantage

• Advanced computer and excel skills

• Very good communication skills in English

• A bachelor degree in a relevant field