Lead - Quality Assurance - Customer Experience Job in Headout Inc.

The role The Lead - Quality Assurance - Customer Experience plays a critical role in ensuring that customers receive high-quality services and have a positive experience with an organization. This role requires a combination of customer-focused mindset, leadership skills and technical expertise. What makes this role special? Customer Focused. The role is centered around ensuring that customers receive the best possible experience and that their needs are met. Cross-Functional. The role involves working with multiple teams and departments to improve processes, resolve customer issues and deliver better customer experiences. Strategic. The role involves setting customer experience goals and objectives, developing plans and programs, and leading change initiatives to achieve these goals. Challenging. The role requires the ability to balance customer needs with organizational goals and to make difficult decisions to improve the customer experience. Continuous learning. The role requires staying current with industry trends and best practices in customer experience, and continuously improving processes and services to meet changing customer needs. What skills & experience do you need? Excellent communication & interpersonal skills to communicate with customers, employees, and stakeholders. Strong leadership skills to inspire and lead cross-functional teams. Prior experience in developing and implementing customer experience quality assurance plans and programs. Monitoring customer feedback and conducting surveys to measure customer satisfaction. Identifying areas for improvement in the customer experience and implementing changes, Collaborating with stakeholders to establish customer experience goals and objectives, analyzing feedback, and staying updated with industry trends. Keeping up-to-date with the latest industry trends and best practices related to customer experience is a requirement for this role. Bonus Analytical & problem solving: The ability to gather, analyze and interpret data to identify issues and drive improvements. Project Management Experience: The ability to plan, execute and drive projects on time and within budget is an added advantage. Adaptability and flexibility: The ability to pivot and adapt to changing customer needs and business requirements is important in this fact-faced role.