On - Senior Lead – Global Customer Service Coaching & QA - Zürich

Team for Career Site

Ecommerce

In short

We are excited to offer a full-time role in our Global Customer Service team for a strategic and data-driven professional with a passion for coaching, quality assurance, and leveraging emerging technologies. This role is crucial in shaping the future of customer service at On by integrating data analytics, AI-driven solutions, and robust quality frameworks to enhance agent performance and customer satisfaction. You will oversee the development and implementation of a global coaching and quality assurance program that not only empowers our agents but also holds our BPO partners accountable to our high standards. This position will be instrumental in creating a consistent and superior customer experience across all regions.

Your mission

– Shape a Data-Driven Coaching & QA Strategy: Develop a global coaching and quality assurance strategy that integrates data analytics to identify performance trends, gaps, and opportunities. Leverage AI and automation tools to boost agents productivity and enhance the customer experience.
– Own and Optimize Quality Management Tools: Lead the management and optimization of quality management tools, ensuring robust global monitoring, data analysis, and actionable insights to drive continuous improvement.
– Establish Global QA Frameworks: Define and enforce a global QA framework, including standardized scoring mechanisms, to ensure consistent assessment and improvement of Customer Service teams’ performance across all regions and BPO partners.
– Accountability for BPO Performance: Set clear expectations and hold BPO partners accountable for meeting our quality standards through rigorous performance monitoring and feedback loops. Drive alignment with our internal coaching and quality strategies to ensure seamless customer service delivery.
– Develop Innovative Training Programs: Design and deliver innovative, culturally adaptive training programs that leverage blended learning approaches, including multimedia and AI-driven tools, to engage and upskill our agents worldwide.
– Champion Consistency and Excellence: Act as the guardian of global coaching and quality standards, ensuring that every Happiness Deliverer understands and adheres to our processes, frameworks, and tone of voice.
– Continuous Improvement and Adaptation: Stay at the forefront of industry trends, emerging technologies, and best practices in coaching and quality assurance, continuously refining our approach to meet evolving business needs.

Your story

– Experience: 7+ years in Training, Quality Assurance, and Continuous Improvement within a global, multi-site customer service environment. Experience with BPO management and performance accountability is essential.
– Data-Driven: Strong analytical skills with a focus on data-driven decision-making. Familiarity with using data insights to inform coaching and quality strategies.
– Technology Savvy: Experience with AI and automation tools that enhance coaching and QA processes, driving productivity and consistency.
– Industry Knowledge: Ideally COPC certified or knowledgeable of COPC standards, Lean Six Sigma, or similar frameworks.
– Global Mindset: Proven ability to adapt training and QA programs to diverse cultural contexts, with strong communication skills and experience in international settings.
– Leadership: Exceptional organizational skills, a proactive mindset, and the ability to prioritize and execute under pressure while inspiring and developing others to achieve their best.
– Communication: Fluent in English; additional languages are a plus. Skilled in communicating with a wide and diverse audience, both in writing and speaking.

Meet the team

At On, delivering happiness is our mission, and our Customer Service team, known as Happiness Deliverers, is at the heart of this mission. As the Global Customer Service Coaching & QA Senior Lead, you will work closely with regional Customer Service Coaches, QA teams, and external partners to develop innovative coaching and quality strategies that drive performance and align with our global standards. You will also collaborate with cross-functional teams, including Retail, Sales, Talent (HR), and our external BPO/vendor partners, to ensure a seamless and consistent customer service experience.