Head of Quality Management and Monitoring Service
Translated automatically from the original posting. Read the original in Georgian →
"Alta" announces a vacancy for the position of Head of Quality Management and Monitoring Service.
We are Alta, a leader in the technology industry in Georgia, where we create tomorrow's standards with an energetic and result-oriented team. We bring together world-leading brands, innovative services, and digital solutions to make technology more accessible and closer to people.
We support you in your professional growth, taking on new challenges, and creating a career success story, as long as you believe in your abilities.
Location: Tbilisi, A. Belyashvili 104
Working hours: Monday-Friday 09:30-18:30
Main functions and responsibilities:
Development and management of the service quality management strategy, policy, and annual action plan; Development and update of service standards for branches, call center, online store, delivery/installation, and service center, in coordination with relevant departments; Creation of an evaluation system and quality KPIs, determination of target indicators; Management of the mystery shopper program, branch audits, evaluation of call center calls and chats, monitoring of online store customer experience, service center, and warranty partners; Analysis of complaints and feedback (NPS/CSAT, social media, evaluation platforms), identification of root causes, and development of a complaint review procedure, terms, and escalation rules; Preparation of a monthly quality results report, revealing branch ratings, and periodic reporting to the General Director; Agreement on corrective action plans with branch managers and control of implementation, transfer of training needs to L&D, submission of employee incentive initiatives; Monitoring of compliance with consumer protection legislation requirements, study of best practices and competitor standards, initiation of digital tool implementation, and budget management.
Qualification requirements:
Higher education in business, management, or a related field; At least 5 years of work experience in quality control, audit, or service standards, preferably in retail or technology industry; Mandatory at least 3 years of managerial experience; English language skills; Knowledge of BI tools, ISO 9001, Lean, or Six Sigma methodology is desirable.
Personal skills:
Ability to analyze data and report; Time management skills; Attention to detail. Analytical skills.
Please note that by submitting documents containing personal data within the vacancy, you grant LLC "Alta" the right to process these documents, both within this and future similar vacancies, and store them for the company's business interests, in accordance with Georgian legislation and company internal regulations, for no more than one year.
Please note that by submitting documents containing personal data within the vacancy, you grant LLC "Alta" the right to process these documents, both within this and future similar vacancies, and store them for the company's business interests, in accordance with Georgian legislation and company internal regulations, for no more than one year.
To get detailed information about the vacancy and send your resume, please visit the following link:
https://hel-ai.com/apply/mQfxsPrd
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