Company Overview:
We are a rapidly growing e-commerce platform committed to delivering exceptional service and an unparalleled shopping experience to our customers. As we expand our reach and scale our operations, we are seeking an experienced and proactive Head of Service Quality Management to ensure that our service delivery meets the highest standards of quality, reliability, and customer satisfaction.
Job Summary:
The Head of Service Quality Management will be responsible for developing and implementing strategies to maintain and improve the quality of our services across all customer touchpoints. This role involves leading the quality assurance team, collaborating with cross-functional departments, and driving continuous improvement initiatives to enhance customer satisfaction and loyalty. The ideal candidate will have a strong background in service quality management, with a deep understanding of the e-commerce industry.
Key Responsibilities:
- Quality Strategy Development:Develop and execute a comprehensive service quality management strategy that aligns with the company’s overall goals and objectives.
Establish key performance indicators (KPIs) and quality metrics to measure service performance and customer satisfaction.
- Quality Assurance Leadership:Lead and manage the service quality assurance team, ensuring that all quality control processes are effectively implemented and maintained.
Foster a culture of quality across the organization, promoting best practices and continuous improvement in service delivery.
- Process Improvement:Identify areas for improvement in service processes, using data-driven analysis to pinpoint inefficiencies and customer pain points.
Lead initiatives to streamline processes, reduce errors, and enhance the overall customer experience.
- Customer Feedback Management:Oversee the collection and analysis of customer feedback, using insights to drive service enhancements and resolve recurring issues.
Work closely with customer service teams to address customer complaints and ensure timely and effective resolution.
- Cross-Functional Collaboration:Collaborate with key stakeholders, including operations, logistics, and product teams, to ensure service quality standards are met throughout the customer journey.
Coordinate with the technology team to implement tools and systems that support quality management and enhance service delivery.
- Training and Development:Develop and implement training programs to ensure that all employees are equipped with the knowledge and skills needed to deliver high-quality service.
Promote a continuous learning environment, encouraging staff to stay updated on industry trends and best practices in service quality management.
- Risk Management and Compliance:Identify and mitigate risks related to service quality, ensuring compliance with industry standards and regulations.
Monitor and report on service quality performance, providing insights and recommendations to senior management.
- Innovation and Best Practices:Stay abreast of industry trends and innovations in service quality management, implementing best practices that drive competitive advantage.
Lead the adoption of new technologies and methodologies to enhance service quality and operational efficiency.
Qualifications:
- Education: Bachelor’s degree in Business Administration, Quality Management, or a related field. A Master’s degree or relevant certifications in quality management (e.g., Six Sigma, ISO) is a plus.
- Experience: At least 8-10 years of experience in service quality management, with a strong track record in the e-commerce or retail industry.
- Leadership Skills: Proven experience in leading and developing high-performing teams, with a focus on driving quality improvements and customer satisfaction.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to use data to make informed decisions and drive process improvements.
- Customer Focus: Deep understanding of customer needs and expectations, with a passion for delivering exceptional service.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and influence stakeholders at all levels. Proficient in Korean is essential for effective communication with Korean counterparts in headquarters.
- Project Management: Strong project management skills, with experience in leading quality improvement projects from inception to completion.
Compensation:
Competitive salary and benefits package, commensurate with experience and qualifications.
