CX Quality Team Lead - Remote

Overview

Being a CX Quality Team Leader at Elementor requires a holistic quality approach. It’s about promoting a culture of continuous improvement in customer service interactions, performance, workflow and procedures, and monitoring, while constantly striving for process improvements.

As the CX Quality Team Lead, you will be an integral part of the CX department, focusing on developing, implementing, and empowering our quality assurance strategies that significantly impact customer service and internal operational processes. In addition to managing the Quality specialist team, you will work closely with CX group leaders and other key stakeholders across departments.

In Short

• Lead and manage the remote CX Quality Specialists team.
• Develop and implement quality assurance programs and processes to enhance customer service and technical support ticket handling.
• Identify and lead continuous quality improvement of internal processes and operations in the CX department.
• Implement and monitor Key Performance Indicators (KPIs) and metrics within the CRM system to track team performance and customer satisfaction.
• Oversee execution of CX “Lessons Learned” protocol and sessions, translating findings into actionable improvements for both CX teams and other departments.
• Compile and present regular reports on CX quality metrics, customer feedback, and operational improvements.
• Collaboration with all CX group leaders to improve the quality of service, in addition to acting as a liaison with other departments to ensure alignment of quality initiatives.

Requirements

• 5+ years of experience in Quality assurance roles within technical companies (CX, R&D).
• 2+ years of leadership experience, managing individuals, teams, or projects.
• Experience in QA methodologies, Testing strategies, and automation testing.
• High level of English (written and verbal) - Must.
• Proven ability to analyze data, track metrics, and drive actionable insights to improve performance.
• Experience with CRM systems and customer support technologies - An advantage.
• Excellent project management and communication skills.
• Experience in a B2C company - An advantage.
• Sharp, analytical, and a quick learner.

Benefits

• Empowerment and growth opportunities.
• Work in a leading company in the web creation industry.
• Collaborative and innovative work environment.