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.
We open a new position of Customer Service Quality Assurance 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.
You will be responsible for:Analysis, optimization and implementation of changes to the Support quality assurance processBuilding the workflow for forwarding customer feedbacks to other departmentsHiring, training and managing the QC teamBuilding and implementation of quality assurance processes in Billing and Account Receivables DepartmentsCreation and improvement of service policies and procedures, searching and implementing best market practicesCreation of style guides based on analysis of all types of customer communication in the company and best practicesControl of the QC reporting processQC of support cases and forming of QC reports (optional).
Requirements:Team management skillsExperience in leadership and management (from 1 year)Initiative and proactive fast learnerAnalytical skillsFluent in Russian and English written and spoken (B2B communication)Customer centricity (customer CARE), willing to improve and upraise quality of serviceExperience in the development and implementation of quality control processesAbility to work with a large number of detailed requestsOur 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 of professional learning (courses, conferences, master classes), seminars / trainings, learning within the company;Library for employees — BookBox and electronic library.Comfortable conditions of work Flexible working hours, 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) 17 000 UAH/year;Sport events, holiday celebrations (New Year, Easter, Halloween, etc.) and team building activities.
iDeals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.