Customer Service Quality Assurance Manager

6 giorni fa

Milano, Italia RINASCENTE A tempo pieno

The **Italian Department Store** with the Best in Fashion, Beauty, Design, Gourmet Foods. Where shopping is inspiring and events are amazing.

**la Rinascente** is the most prestigious and _avant-garde_ chain of department stores in Italy. On May 26, 2016 la Rinascente in Milano has won the award for “The Best Department Store in the World”. The announcement was made in Zurich at the official awards ceremony of the Global Department Store Summit 2016. The event, at its 5th edition, is organised by the Intercontinental Group of Department Stores (IGDS), the most important association of department stores with more than 40 members around the world, established in Switzerland in 1946.

Our stores are creativity labs that give scope and visibility to new talents from the worlds of fashion and design. They are meeting places that are made richer by a great number of cultural and promotional events, which have strong ties with the local culture and the ‘_esprit du temps_’.

**Posizione**:
**Key Responsibilities**:

- Review and planning of the department, operational activities with particular focus on processes and procedures
- Provide recommendations for change and take part in the analysis of workflows
- Ability to set strategy and follow through on tactical implementation and execution of initiatives
- Monitoring of KPIs of the third part contact center
- Provide feedback to contact centre supervisors
- Manage and identify departmental training needs
- Provide actionable data to various internal support groups as needed
- Prepare and analyse internal and external quality reports for management staff review
- Build strong and effective relationships with key stakeholders and regularly evaluate the cooperation with customers, contact center and other internal partners
- Supervisory responsabilities: directly supervises employees in the Quality Assurance and Training department, carries out managerial responsibilities in accordance with the organization policies and applicable laws

**Requisiti**:

- University Degree
- 3 years of management experience
- Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer -driven decisions
- Organized, rigorous, detail-oriented with excellent follow-through and follow-up abilities
- Excellent presentation skills and the ability to communicate effectively at a variety of levels
- Highly computer literate (Word, Excel, PowerPoint and Salesforce Service Cloud)
- Experience with implementation of service measurements and continuous improvement
- Operational budgetary experience
- Experience in Omnichannel contexts with a strong focus on e-commerce
- Fluent in Italian and English

**Altre informazioni**:
**LOCATION**: Milan

**CONTRACT**: Permanent

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