Quality Manager in the Customer Experience Team (fixed term) (Luminor Bank AS Lietuvos skyrius)

Job description:
The primary responsibility of a Quality Manager is to ensure the delivery of exceptional customer service by evaluating interactions with customers on multiple channels. You will play a key role in shaping and implementing quality development initiatives aimed at elevating the customer experience and business results. By focusing on communication excellence, active listening, and problem-solving, you will foster a culture of continuous improvement and ensure that every interaction reflects the highest standards of quality.
Proactively refine and enhance the established quality assurance program by identifying opportunities to improve the evaluation form and overall evaluation process, ensuring it accurately reflects real challenges and employee performance
Collect and analyze data related to conversation quality, customer satisfaction, and performance metrics to identify trends and improvement opportunities
Contribute to creating training materials, presentations, and resources to support ongoing development initiatives
Provide constructive feedback and coaching to managers and team leads, based on call evaluations, ensuring alignment with quality standards
Explore and invent AI-driven solutions to expand and optimize quality assessments, driving efficiency and effectiveness
Collaborate with cross-functional teams, managers, and training professionals, to align quality standards and procedures across the organization
Requirements:
Proven prior experience in service quality management, quality assurance or related leadership role within customer service/ sales environment. Knowledge of banking products/services is an advantage
Strong understanding of customer service principles and best practices, call center operations and sales
Coaching and mentoring skills, with the ability to guide and develop employees and managers to enhance performance and achieve quality standards
Excellent active listening, analytical, and problem-solving skills with a focus on assessing performance metrics and using data-driven insights to recommend improvements
Ability to assess performance metrics and analyze data to drive insights and recommendations
Prior experience in developing and delivering training programs
Proficiency in Microsoft Excel, including advanced functions and data analysis tools
Strong attention to details combined with excellent organizational and time-management skills
Good communication, negotiation and presentation skills with the ability to engage and influence stakeholders
Fluent English and the local language are required in spoken and written communication due to working on Pan-Baltic level
Nice to have
Knowledge of AI-driven quality evaluation solutions, speech analytics, and conversation intelligence tools.
Experience with Amazon Connect and Contact Lens.
Experience implementing or supporting automated quality monitoring initiatives.
Understanding of customer interaction analytics and data-driven quality management…