We are looking for an experienced Quality Manager who will empower our teams to provide the highest level of quality to our customers. You will actively challenge why we follow our policies and processes. Your role will require you to think of new ways to simplify the customer journey and be creative while maintaining a high standard of customer support in the process. We require an innovative individual who has a vision to scale quality, expand our coaching reach and empower our teams to deliver an exceptional support that matches our brand. You will lead a team of hybrid support/quality agents who have a finger on the pulse, and a desire for perfection.
Lead a team of high performing, customer-focused support/quality specialists that provide legendary support to our customers
Coach team members to drive projects & initiatives that improve the customer experience & scale support
Innovate new ideas to improve policies / processes / tools etc that will ultimately optimize performance and increase customer satisfaction.
Ensure support is acknowledged as a key driver of product improvement/quality and customer insight.
Manage daily operations including hiring, planning, assigning, and directing work; regular performance feedback, case reviews and career development
Coach and mentor the team to think of the big picture enabling us to scale support, scale our quality output and provide actionable insights.
Review and analyse key business metrics to showcase positive trends, identify areas of improvement and implement changes to enhance the customer experience.
As a member of the Site Leadership Team, support key initiatives and development strategy for the EMEA region.
Evaluate and report on Quality performance
Evolve the Quality methodology to scale insights and learnings
Enable the team to provide coaching and feedback which is scalable on a one-to-many basis
Empower Agents to provide an exceptional customer experience that matches the Adobe brand.
Drive Quality improvement plans at EMEA level with a view to sharing best practice globally.
4+ years experience in Quality with proven leadership experience
A passion for servicing customers
A strong sense of accountability and quality; you are a person that is not comfortable with mediocre
Strong judgment, decision-making, drive and insightful analytic skills; being process oriented but with flexibility to know when the process needs to change or evolve
Ability to prioritize work and assess risk, while delivering a high-quality customer experience with an appropriate level of urgency
Proven experience in a coaching role
Exceptional soft skills for coaching opportunities with the team as well as both internal and external communications via phone, video conferences and presentations.
Ability to influence, support and challenge in and outside your immediate team
An inspiring communicator, responsive listener and great collaborator
Driven and always learning
BA/BS degree in relatable field.
Proficiency in a second or third European language an advantage
Experience using Adobe Creative Cloud or Adobe Document Cloud products.