International product B2B SaaS company — iDeals Solutions opens a new position of Customer Service Quality Control Lead at our Kyiv office, and we are looking for a person who will build Quality Assurance Department, review and improve the KPI systems for the customer-facing services and bring the client experience to a new level of quality.
iDeals Solutions has been creating the best client’s experience in using virtual rooms for data storage and exchange. We were able to make a competitive product and build a leading business in our niche. We have decided to make a product of our dreams that will leave competitors far behind. More than 2000 clients, among which there are LG, Toyota, PWC, HP, EY, Deloitte, Barclays, Rothschild, inspire us each day to become better. Transparency, teamwork, effective communication, critical thinking and focusing on exceeding the expectations are our major company values. Every day they help us to satisfy and anticipate our clients’ needs and deliver the best client experience.
You will be responsible for
• Analysis, optimization, and implementation of changes to the Support quality assurance process
• Building the workflow for forwarding customer feedbacks to other departments
• Hiring, training and managing the QC team
• Building and implementation of quality assurance processes in Billing and Account Receivables Departments
• Creation and improvement of service policies and procedures, searching and implementing best market practices
• Creation of style guides based on analysis of all types of customer communication in the company and best practices
• Control of the QC reporting process
• QC of support cases and forming of QC reports (optional).
• Team management skills
• Experience in leadership and management (from 1 year)
• Initiative and proactive fast learner
• Analytical skills
• Fluent in Russian and English written and spoken (B2B communication)
• Customer centricity (customer CARE), willing to improve and upraise quality of service
• Experience in the development and implementation of quality control processes
• Ability to work with a large number of detailed requests
• Our perfect candidate knows how to delve into the finer points of the product/process and find the best solution for every customer.
What we offer
• Opportunities for growth:
Planning based on OKRs for the team and personal goals;
Work in a strong team with the possibility of professional development;
Compensation for professional learning (courses, conferences, master classes), attending various seminars / trainings, learning within the company;
Library for employees — BookBox and electronic library.
• Comfortable conditions of work:
Flexible working hours, the possibility to work remotely;
Modern, stylish office, 10 minutes walk from metro Shuliavska (Kyiv);
Free healthy lunches, coffee, tea, juices, fruits, and snacks;
Sports corner, PlayStation, table tennis, stretching and TRX with a coach;
Massage in the office.
• Social package & corporate events:
Unlimited paid vacation (upon manager’s confirmation);
iDeals wellness package (medical insurance, sports, and other health-related expenses);
Sports events, holiday celebrations (New Year, Easter, Halloween, etc.) and team building activities.