Process Manager for Customer Care - Lake Park, United States - Oceanic Solutions

Description

• You will be responsible for quality assurance of ***** processed by external service providers in the Shared Service. Here, you will derive measures to improve these processes.
• You will also be responsible for developing, establishing, and implementing quality assurance standards for comprehensive quality assurance of telephone, written, and digital ***** and their documentation.
• You will ensure the continuous optimization of current ***** while considering and examining digitalization possibilities, and actively participate in digitalization projects.
• You will be in charge of documenting and preparing all necessary ***** in the knowledge database, and implementing training tools for internal and external agents.
• You will also be responsible for the strategic and operational transfer of ***** to the Shared Service, including accompanying communication tools such as the website, customer letters, and text modules.