Service Quality Manager

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Service Quality Manager is responsible for overseeing and ensuring the consistent delivery of high-quality service standards within an organization. This role involves developing, implementing, and monitoring processes and procedures to maintain optimal service performance, addressing customer satisfaction, and managing service improvement initiatives. The Service Quality Manager collaborates with various departments to identify areas for enhancement, analyze performance data, and create action plans. Their goal is to uphold the organization’s service excellence, drive continuous improvement, and enhance the overall customer experience.

- Bachelor's degree in Business Administration, Quality Management, or a related field
- Proven experience in a customer service, quality assurance, or quality control role
- Strong understanding of quality assurance principles and methodologies
- Proficiency in data analysis and performance/operation metrics
- Excellent coaching and training skills
- Demonstrated ability to develop and implement quality improvement initiatives
- Effective problem-solving and root cause analysis skills
- Strong verbal and written communication skills
- Ability to collaborate effectively with cross-functional teams
- Experience in preparing and presenting detailed reports to senior management
- Knowledge of industry regulations and compliance standards
- Proficiency with quality assurance software and tools
- Strong organizational and project management skills
- Attention to detail and commitment to high-quality standards
- Experience in designing and updating quality assurance procedures
- Ability to manage multiple tasks and prioritize effectively
- Strong interpersonal skills and ability to motivate staff
- Experience in developing and interpreting customer satisfaction surveys
- Ability to handle customer feedback and resolve complaints professionally
- Familiarity with continuous improvement methodologies such as Six Sigma or Lean

- Monitor, analyze, and report on customer service metrics.
- Conduct regular audits and assessments of service quality.
- Develop and implement initiatives for service quality improvement.
- Review and respond to customer feedback and complaints.
- Identify root causes of service issues and develop action plans.
- Coach and train customer service staff on quality standards and best practices.
- Collaborate with cross-functional teams to improve service processes.
- Prepare and present reports on service quality metrics to senior management.
- Ensure compliance with industry regulations and internal policies.
- Design and update quality assurance procedures and documentation.
- Communicate quality issues and improvements to relevant stakeholders.
- Implement and manage quality control systems.
- Monitor the effectiveness of corrective actions.
- Facilitate workshops and training sessions focused on continuous improvement.
- Participate in hiring and training quality assurance staff.
- Develop and interpret customer satisfaction surveys.
- Utilize data to drive service process enhancements.
- Conduct root cause analysis for errors and non-conformances.
- Evaluate and enhance technology tools supporting quality assurance.
- Liaise with external auditors and regulatory bodies for compliance.
- Ensure customer service representatives meet performance targets and SLAs.

The ideal candidate for the role of Service Quality Manager is a seasoned professional with a Bachelor's degree in Business Administration, Quality Management, or a related field, coupled with extensive experience in customer service, quality assurance, and quality control. They possess a deep understanding of quality assurance principles and methodologies, reflected in their adeptness at data analysis and proficiency with quality assurance software and tools. Their excellent coaching and training skills, combined with demonstrated success in developing and implementing quality improvement initiatives, set them apart as a proactive problem solver who identifies root causes and devises effective action plans. This individual stands out for their strong verbal and written communication skills, enabling them to effectively collaborate with cross-functional teams and present detailed reports to senior management. They exhibit a customer-centric mindset and a high level of integrity, ensuring compliance with industry regulations and internal policies. Their strong organizational and project management skills, along with attention to detail and a commitment to high-quality standards, enable them to handle multiple tasks and prioritize effectively. Furthermore, they are an empathetic listener with high emotional intelligence, capable of managing stress and remaining calm under pressure. Known for their strong leadership abilities and ability to influence and motivate others, they foster a culture of continuous improvement and innovation. The ideal candidate is results-oriented, inquisitive, curious, adaptable, and flexible, with a passion for excellence and quality that drives them to ensure that customer service representatives meet performance targets and service level agreements.

- Monitor and analyze customer service metrics to ensure adherence to quality standards.
- Conduct regular quality assessments and audits of service interactions.
- Develop and implement service quality improvement initiatives and action plans.
- Review and respond to customer feedback and complaints, identifying root causes and trends.
- Provide coaching and training to customer service staff on best practices and quality standards.
- Collaborate with cross-functional teams to enhance service processes and tools.
- Prepare and present detailed reports on service quality metrics and performance to senior management.
- Ensure compliance with industry regulations and internal policies.
- Design and update quality assurance procedures and documentation.
- Cascade information related to quality issues and improvements to all relevant stakeholders.
- Implement and manage quality control systems to detect potential areas of improvement.
- Monitor the effectiveness of corrective actions and provide ongoing guidance for continual improvement.
- Facilitate workshops and training sessions to foster a culture of continuous improvement.
- Participate in the recruitment and training of quality assurance staff.
- Develop customer satisfaction surveys and interpret results to identify service gaps.
- Utilize data-driven insights to prioritize and drive process enhancements.
- Conduct root cause analysis for errors and non-conformances, implementing corrective actions.
- Evaluate and enhance technology tools to support quality assurance activities.
- Liaise with external auditors and regulatory bodies as needed for quality compliance checks.
- Ensure that customer service representatives meet performance targets and service level agreements.

- Strong analytical skills
- Attention to detail
- Effective communicator
- Proactive problem solver
- Team player
- High level of integrity
- Customer-centric mindset
- Adaptability and flexibility
- Strong leadership abilities
- High emotional intelligence
- Ability to manage stress and remain calm under pressure
- Strong time management skills
- Continuous improvement mindset
- Innovative thinker
- Results-oriented
- Inquisitive and curious
- Empathetic listener
- Strong decision-making capabilities
- Ability to influence and motivate others
- Passion for excellence and quality

- Competitive salary range: $70,000 - $100,000 per annum
- Comprehensive health insurance (medical, dental, vision)
- Flexible working hours
- Remote work opportunities
- Paid time off and holidays
- Parental leave
- Professional development and training programs
- Tuition reimbursement
- Employee wellness programs
- Retirement savings plan with company match
- Performance-based bonuses
- Employee assistance program (EAP)
- Recognition and reward programs
- Company-sponsored social events
- Travel allowances and reimbursements
- Opportunities for career advancement
- Collaborative and inclusive work environment
- Access to cutting-edge technology and tools
- Mentorship and coaching opportunities