Description:
Our client, a global e-commerce wellness company, is seeking a solutions-driven Customer Quality Assurance Manager to lead our efforts in evaluating and improving the 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. Please note that this is not a customer-facing roleyou 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 our products.
In this role, you will be responsible for building a robust quality review framework and leading a team to generate actionable insights. You will serve as the voice of the customer in our internal processes across product sourcing and development, marketing, and delivery. Youll scrutinize customer reviews and proactively gather feedback to liaise with Product Development, Supply Chain, Sourcing, Customer Service, and Marketing/Sales teamsensuring feedback loops are closed, quality issues are addressed, and long-term improvements are implemented.
This role is essential to protecting our brands reputation, ensuring consistency in the customer experience, and driving customer excellence by promoting cross-departmental accountability throughout the product lifecycle.
Responsibilities
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Quality Evaluation and Analysis:
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Establish and manage a process for collecting and reviewing customer reviews,feedback,messages,emails etc. with a focus on quality.
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Analyze customer feedback and any return data, identify recurring patterns, and assess the root causes of quality-related issues.
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Build and maintain dashboards and reports to visualize trends and performance metrics.
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Identify, track, and resolve customer experience gaps across the business, ensuring a smooth and engaging journey for all customers.
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Ensure both positive and negative feedback is relayed as both can be used to grow the business.
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Cross-functional Collaboration:
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Identify issues related to customer experience or product quality, and propose actionable, data-backed solutions.
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Collaborate with relevant departments (Product Development, Copyright and Supply Chain, Marketing/Sales, and Customer Service) to implement the proposed solutions effectively.
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Work with the M
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