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Director of Service Excellence

13 Nov, 2024

  • usaMexico
  • usaFull Time
  • usaCustomer Service
  • usaRemote
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Overview: - Kueski is a leading BNPL and online consumer credit platform in Latin America, focusing on improving financial lives in Mexico. - The company is recognized for its innovative financial services, ethical practices, and support for female talent. - The Director of Service Excellence role is pivotal in enhancing customer experience and operational excellence within the Customer Operations division. Key Responsibilities: - Develop and implement strategies for customer service and operational excellence. - Oversee B2C and B2B customer service teams, monitor feedback, and identify improvement areas. - Establish and maintain QA standards, regularly review processes, and identify improvement opportunities. - Design and implement training programs for customer service and collections agents. - Collaborate with Strategy, Planning & Reporting for workforce management and capacity planning. - Provide QA and L&D support to the Collections Ops area. Requirements/Skills/Qualifications: - Bachelor's degree in Business Administration, Management, or related field (Master's preferred). - Minimum of 8 years of experience in customer service or operations management, with fintech or financial services industry experience preferred. - Proven track record of leading and developing high-performing teams. - Experience in Quality Assurance and Learning & Development. - Strong communication, problem-solving, and collaboration skills. - Adaptability and a customer-centric mindset. Compensation & Benefits: - The job description does not provide specific details on compensation and benefits. Company Culture: - Kueski fosters a culture of innovation, collaboration, and impact, with a strong commitment to diversity, equity, and inclusion. The company makes efforts to accommodate reasonable adjustments during the hiring process.
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