Quality Control & Assurance Lead

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role purpose:

As a Customer Experience Quality Control and Assurance Lead, you will be responsible for leading and coordinating the activities of monitoring and evaluating the quality of Customer service across all assistance channels, (including Call Center and Social Media, Stores, Retail and Sales Commercial Team.

The role involves ensuring consistency of the standards of excellence defined by the organization, managing priorities, defining strategies, promoting a high-performance culture and focusing on Customer Experience.

Key Accountabilities:

• Coordinate and supervise the execution of service quality assessments, in all Customer service channels;
• Define and align procedures, standards and quality metrics in a consistent omnichannel manner;
• Ensure the uniformity of the evaluation criteria, ensuring an integrated and consistent experience for the Customer, regardless of the channel;
• Monitor and validate reports and monitoring results, identifying trends and opportunities for improvement;
• Provide coaching and strategic feedback to leaders and assistants from different channels to raise performance (skills development);
• Collaborate with cross-functional areas and internal stakeholders to implement continuous improvement actions and experience transformation initiatives;
• Monitor quality and service KPIs, periodically reporting performance and proposing short, medium and long-term action plans.

What we are looking in you:

• Bachelor’s degree in Business Administration, Management, Statistics, Data Science, or Psychology or related field.
• Minimum of 3 years’ experience in Customer service.
• Advanced Excel / Power BI – for treatment and visualization of quality reports;
• Statistics applied to CX – sampling, trend analysis and interpretation of satisfaction data;
• Automation of qualitative analysis with AI – introduction to speech analytics, text mining, and monitoring automation tools.
• Leadership and Coaching;
• Conflict Management and Assertive Communication;
• Change Management – prepare the team for new policies, systems or quality metrics.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.