S
Customer Operations Training and Quality Assurance Lead
Suitsupply
Amsterdam, North Holland, Netherlands
On-Site
Expert
posted 11 days ago
Vacancy Summary
Join us as the Customer Operations Training and Quality Assurance Lead, where you'll develop programs that enhance team performance and ensure service quality. This role offers autonomy and the chance to make a significant impact in a fast-growing company.
Required skills
Reporting
Learning technologies
Quality standards
initiative
Learning and Development
Process Improvement
Training
Onboarding
Make
Quality Assurance
Methodologies
IDEA
implementation
Growth
Operations
Teams
Artificial Intelligence (AI)
Feedback
Communication Skills
service
Data Analysis
Compensation
Contact
Vision
Clear
Management
Performance
WELL
MOST
QA
Strategy Development
Productive
Exceptional customer experiences start with well-equipped teams and clear standards. As our Customer Operations Training and Quality Assurance Lead, you will build the programs that help our teams perform at their best, from onboarding and continuous development to quality frameworks and coaching. Reporting to the Customer Self-Service Manager, you will play a key role in shaping and delivering the next phase of our customer service training and quality assurance program.
The Role
You will own the AI QA system, including the platform, rubric, prompts, and human spot-checks that ensure accurate scoring. Scoring provides weekly insights into quality issues, and you will decide how to address these for both individual agents and the team as a whole. Training will evolve based on data, focusing on areas where agents struggle and eliminating ineffective modules. You will streamline the ramp-up process for new agents, ensuring they become productive more quickly. Additionally, you will assess the effectiveness of our bot in resolving contacts and provide actionable feedback to knowledge owners. Most importantly, you will connect all efforts back to first contact resolution and repeat contacts, ensuring a clear link exists.
About Suitsupply
S
Suitsupply
Amsterdam, NL
Founded in Europe in 2000, Suitsupply has grown to over 100 international stores in cities such as Milan, London, Amsterdam, Zurich, Munich, New York, Toronto, Dubai, South Korea, Shanghai, Singapore and Hong Kong. In addition to our ever-expanding number of brick-and-mortar locations, we maintain a strong online presence, allowing Suitsupply to bring our style and top-tier service to all corners of the globe. In an industry where fast fashion dominates and craftsmanship is fast disappearing, Suitsupply introduces a better option: one where no attention to detail or quality is ever spared. That’s why we use only the finest Italian fabrics sourced from mills such as Ferla, E. Thomas, Larusmiani and Vitale Barberis Canonico. We have received widespread accolade from the likes of GQ, Esquire, and, perhaps most notably, a Wall Street Journal blind test that rated a $600 Suitsupply suit in a first-place tie with a $3,600 Armani. While high-quality suiting at an affordable price point remain at the core of all that we do, our versatile range includes jackets, trousers, outerwear, shoes, accessories and attire available as prêt à porter and made-to-measure. At Suitsupply, we pride ourselves in taking innovative approaches to traditional problems. This has led to the development of technologies such as our Design Your Own feature, our Garmentor app, and a commitment to in-house tailoring, providing quick alterations while you wait for a perfect fit every time. Each and every sales associate receives in-depth training through our acclaimed Suit School, bringing the unmatched level of passion and expertise that make Suitsupply’s customer service stand out. The message is clear. We believe that nobody should leave Suitsupply with anything less than a perfect fit. If you’re equally devoted to quality, check out our jobs page for opportunities to join us.
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