About the position
CUSTOMER QUALITY ASSURANCE MANAGER
We are seeking a solutions-driven Customer Quality Assurance Manager to lead our US client's efforts in evaluating and improving customer experience. The focus of this role will be to analyze and identify the root causes of quality issues and to continuously drive customer excellence. This will not be a customer-facing role-the successful candidate will work behind the scenes to investigate customer concerns, analyze and assure product quality, and collaborate closely with the departments involved in sourcing, launching, marketing, and delivering the company's products.
In this role, the candidate will be responsible for building a robust quality review framework and leading a team to generate actionable insights. The candidate will serve as the voice of the customer in internal processes across product sourcing and development, marketing, and delivery. The Customer Quality Assurance Manager will scrutinize customer reviews and proactively gather feedback to liaise with Product Development, Supply Chain, Sourcing, Customer Service, and Marketing/Sales teams-ensuring feedback loops are closed, quality issues are addressed, and long-term improvements are implemented.
This role is essential to protecting the brand's reputation, ensuring consistency in customer experience, and driving customer excellence by promoting cross-departmental accountability throughout the product lifecycle.
Duties & Responsibilities:
Quality Evaluation and Analysis
- Establish and manage a process for collecting and reviewing customer reviews, feedback, messages, emails etc. with a focus on quality.
- Analyze customer feedback and any return data, identify recurring patterns, and assess the root causes of quality-related issues.
- Build and maintain dashboards and reports to visualize trends and performance metrics.
- Identify, track, and resolve customer experience gaps across the business, ensuring a smooth and engaging journey for all customers.
- Ensure both positive and negative feedback is relayed as both can be used to grow the business.
Cross-Functional Collaboration - Identify issues related to customer experience or product quality, and propose actionable, data-backed solutions.
- Collaborate with relevant departments (Product Development, Copyright and Supply Chain, Marketing/Sales, and Customer Service) to implement the proposed solutions effectively.
- Work with the Marketplace Operations team to implement the strategy of reducing negative review pathways.
- Communicate insights and proposed solutions to relevant departments, including Product Development, Supply Chain, Marketing/Sales and Customer Service.
- Partner with stakeholders to track the implementation of corrective and preventative actions.
- Ensure feedback loops are closed effectively and timely.
Quality Process Leadership - Lead, mentor, and develop a team of quality analysts.
- Create a framework for auditing and assessing quality metrics on an ongoing basis. Standardize best practices for internal quality reviews and reporting procedures.
- Define KPIs for product quality, customer satisfaction, and improvement implementation.
Continuous Improvement in Quality - Continuously drive strategy to improve star ratings.
- Collect, analyse, and leverage customer data to drive business decisions, improve the customer experience, and support marketing, sales, and product strategies.
- Gather relevant data from various sources (Positive and negative).
- Ensure follow through in the removal/reduction of negative reviews
- Analyse the collected data to identify trends and insights.
- Compile and present the analysed data in comprehensive reports.
- Develop and execute initiatives based on the report findings to drive improvements.
- Work with our internal departments to develop and track improvement strategies based on the data reports generated.
- Lead initiatives to experiment with return policies, packaging updates, and messaging to drive better customer engagement and satisfaction.
Requirements:
- 2+ years of experience in quality assurance, customer insights, or operations analysis role, preferably in the supplements, health, or wellness industry.
- Strong and proven experience in a managerial role (2+ years), leading and developing customer service teams to ensure high performance, efficiency, and customer satisfaction.
- Strong ability to set, track, and execute KPIs to measure team performance, customer experience, and overall service quality.
- Advanced knowledge on Google Sheets.
- Strong analytical skills, with the ability to interpret complex data and create datasheets/dashboards
- Translate findings from data into actionable improvements.
- Experience working with customer service software, CRM tools, and analytics dashboards.
- Ability to work in a fast-paced, evolving environment, balancing multiple priorities while ensuring a high level of attention to detail.
- Proactive, strategic thinker who is passionate about improving customer experiences and brand reputation.
- Proficiency in review management platforms.
- Ability to suggest and implement new tools to streamline and align with success in the role.
- Project Management Experience is a plus
- Willing to work from 10:00 to 19:00 on Monday to Friday
Desired Skills:
- Quality
- E - Commerce
- Google sheets
- Managing
- Customer Care
Desired Work Experience:
Desired Qualification Level:
