Quality Assurance & Customer Experience Manager

Quality Assurance & Customer Experience Manager

Responsibilities

• Lead and develop a high-performing team focused on quality assurance and customer experience
• Design and implement accurate measurement systems aligned with operational standards
• Monitor and analyze quality metrics to ensure compliance and continuous improvement
• Develop and execute strategic customer experience planning mechanisms
• Collaborate cross-functionally to embed CX insights into operational workflows
• Drive initiatives that enhance customer satisfaction and loyalty
• Prepare and present performance reports to senior leadership
• Build a strategic automation roadmap to streamline daily QA and CX tasks, enhancing efficiency and scalability
• Design, deploy, and continuously enhance customer satisfaction surveys using scientifically validated methodologies to ensure actionable insights
• Calibrate QA and CX frameworks against market quality standards, with specialization in food safety, delivery logistics, and service benchmarks
• Ensure survey design avoids bias, captures meaningful metrics (e.g., freshness, delivery timeliness, packaging clarity), and supports compliance with industry regulations
• Leverage customer feedback to drive product and service improvements, strengthen brand reputation, and support regulatory alignment

Required Qualifications

• Bachelor's degree in business administration, Quality & Operations Management, or related field (master's preferred)
• Minimum 7 years of experience in quality assurance and customer experience roles, with at least 3 years in a managerial capacity
• Proven track record in leading teams and implementing QA frameworks
• Strong analytical skills with experience in data-driven decision-making
• Familiarity with CX measurement tools and methodologies

Core Competencies

• Leadership: Ability to inspire, coach, and manage cross-functional teams
• Analytical Thinking: Skilled in interpreting data to drive quality and CX improvements
• Strategic Planning: Capable of designing long-term CX strategies aligned with business goals
• Communication: Professional, clear, and persuasive communication across all levels
• Process Orientation: Strong understanding of operational standards and continuous improvement

Preferred Skills

• Experience with Six Sigma, Lean, or other quality frameworks
• Proficiency in tools such as Power BI, Excel, and customer feedback platforms
• Knowledge of SQL or data segmentation logic is a plus
• Certification in CX or QA methodologies (e.g., COPC, ISO 9001) is advantageous