Customer Service Quality Manager

at  ParcelHero

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.
In 2025, we will be rolling out worldwide our new cutting-edge TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders into a central shipping platform and ship on their own carrier accounts.
Job description
We are seeking an experienced Quality Control Manager to lead and oversee our quality assurance processes. As a broker, we partner with leading courier services like DHL, FedEx, UPS, and others, to offer our customers the best possible delivery options. Your role will involve managing the quality of our after-sales support, ensuring timely and effective issue resolution by phone, chat and email, training customer service teams, and monitoring performance to maintain high standards of service. You will ensure that customer enquiries related to tracking, delivery delays, and other post-sale issues are handled with professionalism and efficiency.

KEY SKILLS & COMPETENCIES:

• Education: Bachelor’s degree in business administration, operations management, quality assurance, or a related field.
• Experience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting.
• Certifications: Quality management certifications (e.g., Six Sigma, Lean) are a plus.
• Technical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems.
• Attention to Detail: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-up.
• Leadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitors.
• Customer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experience.
• Communication Skills: Excellent verbal and written communication skills and fluent English.

• Quality Standards: Develop, implement, and maintain quality standards for customer service interactions (calls, emails, chats).
• Monitoring and Auditing: Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvement.
• Training and Development: Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectations.
• Process Improvement: Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvements.
• Compliance Management: Ensure the customer service department adheres to legal and regulatory requirements (e.g., data protection, GDPR).
• Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
• Root Cause Analysis: Investigate recurring service issues and work with relevant teams to resolve underlying problems.
• Collaboration: Work closely with the Customer Service and Customer Experience teams.