Quality Manager

Destiny Is looking for a Quality Manager/Coach and not just anyone! As a Destiny Quality Manager you will be responsible for analyzing the quality of our operational department. You will also be responsible for discovering structural customer and partner feedback. Based on this feedback, you will provide (and sometimes Implement) quick win solutions. In short: you are extremely customer- and solution oriented, with a passion for analytics, consulting, statistics and reports.   

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Vacature Fun

What are you going to do?

  • You will make sure that the quality targets are precise and assessable and that they Improve the level of customer satisfaction within Destiny. You will also make sure that there Is a constant Improvement In quality, based on our customers feedback.
  • You will monitor and report on quality levels and discover why and where they are not met. You will be responsible for a weekly quality review to the rest of the support team.
  • You will track KPIs by creating dashboards and scorecards. While defining KPIs for our support team, you will report these to the team leads. You will be their coach, advising them on how to Improve these metrics (on an operational and personal level). For example: if we do not achieve our SLA's: why are we not achieving them (people, processes, products,…).
  • Besides core KPIs, you will track and report upon the quality of our Support tickets: Intake, prioritization, content and communication are some key focus areas.
  • You will gather feedback from fellow Support team members on how they can measure the performance of their separate teams In a better way, and Implement these metrics yourself In dashboards and reports. Of course, you will collaborate with the Business Analysis team to make sure the right metrics and fields are user.
  • On a regular base, you Identify recurrent Incidents/requests and come up with Ideas on how to solve them In a very pragmatic way. For example: you discover the top 10 reasons why our customers and partners call the Destiny Support team or why they escalate cases. Based on this Information, you design solutions and sometimes, you will need to Implement them yourself.
  • You are part of the Customer Experience team, but you will work side-by-side with the team members of our Support department. This Is a new function within Destiny, starting with a focus on our Support department. In a later phase, you will take the best practices you have Implemented In our support team and reproduce them throughout the other teams In the organization.  

What do you need?

  • A Bachelor degree In an analytical area of expertise or at least 3 years’ experience In a similar job.
  • You are used to work with databases and reporting tools such as CRMs, ITSM, call reporting tools,… in order to be able to extract the appropriate data, analyze this data and create report templates.
  • Analytical and critical thinking are key aspects.  
  • Hands-on approach and good at coordinating and formulating action plans to other colleagues.
  • Solution-driven and push-through mindset.
  • Ability to work effectively with all levels of management and resolve problems In a timely manner. Coaching, communication and people skills are mandatory. You take ownership and are responsible: If you are advising Improvements, you should follow up the Implementation and evaluate them afterwards.
  • Knowledge of cloud,  telecommunications or ICT Is a plus.
  • Ability to prioritize, while meeting deadlines and attention to details. If you deliver something, you are 100% sure It Is accurate and will work In a correct way.
  • Dutch/French speaking, good English knowledge Is required.
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Destiny offers you:

  • An environment where a lot is possible and that revolves around growth and development;
  • A good salary with extra-legal benefits;
  • An exciting atmosphere with a good pat on the back once in a while… as it should be!
  • Our CORE values distinguish us from other employers:
    • Commitment: we go for it together and strive for a long-term relationship.
    • Ownership: taking and accepting responsibilities.
    • Respect: every person is different, and we let everyone be themselves.
    • Empowerment: we offer you all the help, support and tools you can think of.

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