The Customer Service Quality Manager is responsible for developing quality assurance policies and procedures to ensure the best quality service is delivered to Minted customers. The Manager will ensure that thorough and consistent quality audits are conducted in a timely manner and that information from audit findings are incorporated into development plans. The successful candidate must be an excellent communicator with a strong background in customer service and the ability to thrive in a fast paced environment while driving a great customer experience.
Develop and implement effective quality control processes incorporating the Minted brand, customer needs and business requirements.
Develop and implement quality standards/metrics and reporting and serve as the point of contact within the customer service management team for the overall quality of service.
Perform quality monitoring to ensure standards are being met.
Conduct root cause case investigations and analysis to ensure that proper corrective and preventive actions are identified and implemented.
Work closely with the training team to develop and implement initiatives to address quality improvement opportunities.
Develop systems and measurements to highlight opportunities for improvement throughout the department for service quality, productivity and overall performance.
Able to develop and maintain strong relationships with internal and external partners
A strong team member and are able to collaborate well with others to achieve business objectives
Someone with excellent judgement
2-5 years’ experience managing quality programs for a Customer Care team with multiple locations
2+ years' people leadership experience
A Bachelor’s degree
Experience in Microsoft Office and Google applications, Salesforce experience a plus
Demonstrated decision making skills and able to balance risk and rewards to the business
Strong interpersonal and communication skills with the ability to manage and motivate employees’ and partner’s performance
Minted is a lifestyle brand and design marketplace connecting you with the world’s best artists to create something one of a kind. Minted crowdsources graphic design and artwork from a global community of independent artists and sells these as products addressing the $10 billion stationery market, $48 billion art market, and $100 billion home decor market.