CARE Quality Lead

Department:

CARE Service Quality

Location:

Berlin | Manila | Montego Bay| Tunis | Venlo

Job Purpose

The Quality Supervisor / Team Lead oversees the supervision, training, and development of CARE Analysts and Evaluators, ensuring all service quality requirements are met or exceeded. This role is critical in aligning CARE operations interaction performance with global interaction standards for assigned sites.

As the primary support contact for frontline CARE Specialists, the Quality Supervisor / Team Lead validates work documents, reviews processes, and monitors performance to ensure quality standards are consistently upheld across Vista products, services, and related platforms.

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Job Description

Roles and Responsibilities

The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. The Team Lead may be required to undertake differing tasks within their capability.

Monitor and Evaluate Quality Performance

Supervise the overall performance of CARE Operations' customer interactions across multiple channels (voice, screen, email, chat, back-office) to ensure adherence to Vistaprint standards.
Collaborate with CARE Operations, Learning & Development, Workforce Management, and other departments to manage flight plans.
Drive a “customer-obsessed” approach to maintaining service quality standards across the center.
Oversee the Quality department's implementation of Vistaprint Service Quality best practices and platforms to enhance performance, First Call Resolution (FCR), and Voice of the Customer (VOC).
Manage reports on trends and observations to ensure customer satisfaction.
Supervise call and defect driver analysis implementation to align CARE Operations with global interaction standards.
Ensure evaluation quotas, performance trajectories, aging evaluations, coaching deployment, and flight plans are monitored and achieved.

Coaching and Development

Promote continuous improvement and operational rigor while reinforcing Full Service Standard behaviors.
Oversee the staffing, productivity, training, and development of CARE Analysts.
Conduct calibrations and standard-setting sessions to ensure interaction standards are maintained.
Support coaching efforts for junior management and facilitate new employee orientation and training.
Identify trends and areas for improvement to enhance processes and customer experience.

Customer Service and Stakeholder Satisfaction

Actively align with Vista Behaviors and ensure consistent communication with stakeholders.
Attend and facilitate calibration sessions, training briefings, and departmental goals discussions.
Provide feedback and suggestions to improve customer interaction procedures and monitoring methods.
Coach junior and middle management on quality processes, policies, and standards.
Support CARE Operations flight planning and execution, resolving evaluation disputes in alignment with the Quality Dispute Process.

Departmental Support & Administration

Contribute to the refinement of the Service Quality ecosystem.
Serve as a Subject Matter Expert (SME) on customer service-related issues.
Perform floor walks (physical or virtual) and participate in special projects as requested by leadership.
Promote teamwork within the department and across the site.

Project Management

Supervise and ensure project performance metrics and requirements are met or exceeded.
Monitor and analyze CARE operations flight plans, initiating interventions to maintain performance trajectories.

Tasks and activities

Monitor and Evaluate Quality Performance

Mine evaluation information from quality and analytics platforms to provide relevant management information to stakeholders.
Diagnose and resolve escalated digital and non-digital issues promptly.
Identify and share best practices with Quality Leadership.
Support and maintain communication to sites as requested.

Coaching and Development

Provide ongoing feedback to CARE Analysts to improve performance and motivate development.
Cross-train and up-skill CARE Analysts and Interns.
Monitor Specialist calls and ensure interaction standards are met.
Analyze and monitor Quality Solution Corrective Action requests.
Organize and support new hire class training on quality performance cycles, guidelines, and schematics.

Customer Service and Stakeholder Satisfaction

Actively participate in minimizing calibration gaps for consistency in evaluations.
Provide clear documentation and feedback to ensure stakeholders understand observations and recommendations.
Aid in the resolution of evaluation disputes to uphold quality standards.
Suggest and implement improvements in customer interaction monitoring methods.

Departmental Support & Administration

Draft fixes and workarounds for reported issues using appropriate systems.
Perform general administrative duties and support additional requests by CARE Leadership.

Project Management

Create project and site reports analyzing trends and observations.
Complete special projects as needed to achieve departmental objectives.

Preferred Skills and Qualifications

Bachelor's Degree or equivalent preferred, or equivalent work-related experience.
At least five to ten (5-10) years of experience working in a BPO/TPO/ICT environment.
Proven ability to work independently and deliver results within defined timeframes.
Experience with training and/or coaching is required.
Knowledge and experience in analysis preferred.
Solid experience using tools such as Internet browsers, MS Office, CRM, ERPs, and social and mobility platforms.
Quality platform usage experience preferred but not mandatory.
Minimum typing speed of 30 words per minute.
Data entry and proofreading skills are required.

Preferred skills and competencies

Customer-Centric Mindset

Demonstrates a “customer-obsessed” approach and a positive “nothing is impossible” attitude.
A truly customer-centric mindset with the desire to inspire customer loyalty and deliver service excellence.
Ability to listen to and understand customer needs, articulate responses, and manage expectations effectively.

Interpersonal and Communication Skills

Excellent verbal, written, listening, attention to detail, and interpersonal skills.
Outstanding English and business discourse, both oral and written.
Ability to interact effectively with all levels of employees and departments.
Ability to objectively measure and document intercultural customer interactions, identifying satisfaction issues.

Problem-Solving and Emotional Intelligence

Demonstrates strong EQ/EI to handle difficult situations, problem-solve, and find creative resolutions.
Focus on critical details, proofreading material quickly and accurately, and completing tasks efficiently.

Adaptability and Integrity

Ability to quickly adapt in a dynamic and fast-paced environment.
Demonstrates a high degree of integrity and operational rigor.

Technical Proficiency and Analytical Skills

Ability to input data into personal computers and review stored data.
Exposure to behavioral science and engineering concepts preferred but not mandatory.
Able to perceive and distinguish emotions in telephone conversations or written dialogue.

Continuous Improvement

Identifies areas for development and opportunities to improve processes.
Able to apply concepts based on law, contracts, company policy, and procedures.

Vista Behaviours

The Vista Behaviors provide a common language and shared understanding for how we expect all team members to carry themselves and are the behaviors we most value as an organization. They serve as a universal set of principles that outline how we should evaluate decisions and debate. They provide clarity on the culture we need in order to perform and be successful at every level of the organization.

Obsess over our customers and creators.