Job Description

Overview

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The Quality Assurance Manager plays a key role in ensuring that ELCA’s Customer Service meets high standards of quality and satisfaction. Quality is essential for delivering a unique customer experience and fostering customer loyalty. The Quality Assurance Manager should continuously monitor, analyze, and identify key initiatives and actions to improve the overall quality of Customer Service.

Key Duties & Responsibilities

Develop and Strengthen Quality Control Processes:

  • Develop customer satisfaction goals and coordinate with related teams to meet them regularly.
  • Identify and implement initiatives to ensure high quality standards are met.

Monitor and Assess Customer Interactions:

  • Monitor and evaluate performance of Customer Service (inflow, backlog, etc.).
  • Regularly review Customer S...

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