Job purpose:

To lead the development and implementation of contact center excellence frameworks that deliver best-in-class service across all Equity Group contact centers. This role drives exceptional customer service, operational excellence, and continuous performance improvement across all contact channels. Responsible for establishing service quality standards, optimizing operations through process improvement and smart automation, building agent capabilities, and ensuring consistent service delivery that exceeds customer expectations across all markets.

Roles and responsibilities:

Service Excellence Strategy & Standards

• Develop and implement service excellence strategies for all contact centres aligned with Group CX objectives
• Establish service quality standards and performance benchmarks that drive best-in-class experiences
• Create frameworks for exceptional customer interactions across voice, digital, and emerging channels
• Design operational standards that balance outstanding service with operational efficiency
• Lead initiatives to improve first contact resolution and reduce customer effort
• Develop customer-centric metrics and measurement systems
• Benchmark contact centre performance against industry leaders and implement best practices

Quality Assurance & Performance Management

• Design and implement comprehensive quality assurance programs across all contact centres
• Develop quality evaluation criteria and scorecards for customer interactions
• Establish quality monitoring processes and calibration frameworks
• Conduct performance analysis and identify service improvement opportunities
• Implement voice of customer programs specific to contact centre interactions
• Monitor service level adherence and customer satisfaction metrics
• Drive root cause analysis of service failures and implement corrective actions
• Lead initiatives to consistently improve NPS, CSAT, and Customer Effort Scores.

Process Improvement & Operational Optimization

• Lead process improvement initiatives to enhance service delivery and efficiency
• Conduct process analysis to identify opportunities for simplification and optimization
• Implement lean methodologies to eliminate waste and improve customer journeys
• Drive intelligent automation where appropriate to enhance service capability
• Develop frameworks for continuous operational improvement
• Optimize workforce management to ensure appropriate staffing for service levels
• Implement technology solutions that enable better service delivery
• Create efficiency measures that maintain or enhance service quality.

Capability Development & Service Culture

• Design training programs to build world-class contact centre service capabilities
• Develop coaching frameworks for supervisors and team leaders
• Create agent development programs focused on service excellence and empathy
• Build knowledge management systems for consistent service delivery
• Foster a service excellence culture across all contact centre teams
• Implement recognition programs that celebrate outstanding customer service
• Lead change management for service improvement initiatives
• Develop service leadership capabilities at all levels

Cross-Functional Collaboration & Best Practice Sharing

• Facilitate sharing of service excellence best practices across markets
• Partner with country contact centre teams to implement Group standards while respecting local contexts
• Collaborate with CX Systems teams to optimize contact centre tools and platforms
• Work with Customer Insights teams to incorporate feedback into service improvements
• Support third-party contact centre partners in meeting service quality standards
• Partner with Training teams on capability building initiatives
• Engage with Compliance teams to ensure regulatory adherence
• Create communities of practice for continuous learning and improvement.

Qualifications

Required skills and qualifications:

Academic:

• Bachelor's degree in Business Administration, Operations Management, or related field
• Professional certifications in Contact Centre Management, Customer Experience, or Quality Assurance (advantageous)

Professional:

• Deep knowledge of contact centre service excellence best practices
• Strong understanding of quality management systems and frameworks
• Knowledge of workforce management and operational optimization
• Understanding of customer service metrics and performance measurement

Experience:

• 7+ years’ experience in contact centre operations, quality assurance, or service excellence
• 3-5 years in senior leadership roles managing contact centre performance
• Proven track record achieving best-in-class service quality metrics
• Experience implementing quality assurance and service excellence programs
• Background in process improvement and operational optimization
• Experience in financial services contact centres (advantageous)
• Experience working across multiple markets and contact centre operations
• Track record of building service-focused cultures and capabilities.

Skills and competencies:

• Service excellence expertise with deep contact centre operational knowledge
• Quality management and performance improvement capabilities
• Strong coaching and capability building skills
• Data-driven decision making with focus on customer outcomes
• Change management expertise for driving service transformation
• Leadership capabilities for inspiring service excellence
• Customer advocacy and empathy
• Collaborative approach to working across functions and markets
• Problem-solving orientation with continuous improvement mindset
• Communication skills for engaging diverse stakeholders

• Develop and implement service excellence strategies for all contact centres aligned with Group CX objectives
• Establish service quality standards and performance benchmarks that drive best-in-class experiences
• Create frameworks for exceptional customer interactions across voice, digital, and emerging channels
• Design operational standards that balance outstanding service with operational efficiency
• Lead initiatives to improve first contact resolution and reduce customer effort
• Develop customer-centric metrics and measurement systems
• Benchmark contact centre performance against industry leaders and implement best practices
• Design and implement comprehensive quality assurance programs across all contact centres
• Develop quality evaluation criteria and scorecards for customer interactions
• Establish quality monitoring processes and calibration frameworks
• Conduct performance analysis and identify service improvement opportunities
• Implement voice of customer programs specific to contact centre interactions
• Monitor service level adherence and customer satisfaction metrics
• Drive root cause analysis of service failures and implement corrective actions
• Lead initiatives to consistently improve NPS, CSAT, and Customer Effort Scores.
• Lead process improvement initiatives to enhance service delivery and efficiency
• Conduct process analysis to identify opportunities for simplification and optimization
• Implement lean methodologies to eliminate waste and improve customer journeys
• Drive intelligent automation where appropriate to enhance service capability
• Develop frameworks for continuous operational improvement
• Optimize workforce management to ensure appropriate staffing for service levels
• Implement technology solutions that enable better service delivery
• Create efficiency measures that maintain or enhance service quality.
• Design training programs to build world-class contact centre service capabilities
• Develop coaching frameworks for supervisors and team leaders
• Create agent development programs focused on service excellence and empathy
• Build knowledge management systems for consistent service delivery
• Foster a service excellence culture across all contact centre teams
• Implement recognition programs that celebrate outstanding customer service
• Lead change management for service improvement initiatives
• Develop service leadership capabilities at all levels
• Facilitate sharing of service excellence best practices across markets
• Partner with country contact centre teams to implement Group standards while respecting local contexts
• Collaborate with CX Systems teams to optimize contact centre tools and platforms
• Work with Customer Insights teams to incorporate feedback into service improvements
• Support third-party contact centre partners in meeting service quality standards
• Partner with Training teams on capability building initiatives
• Engage with Compliance teams to ensure regulatory adherence
• Create communities of practice for continuous learning and improvement.

• Service excellence expertise with deep contact centre operational knowledge
• Quality management and performance improvement capabilities
• Strong coaching and capability building skills
• Data-driven decision making with focus on customer outcomes
• Change management expertise for driving service transformation
• Leadership capabilities for inspiring service excellence
• Customer advocacy and empathy
• Collaborative approach to working across functions and markets
• Problem-solving orientation with continuous improvement mindset
• Communication skills for engaging diverse stakeholders

• Bachelor's degree in Business Administration, Operations Management, or related field
• Professional certifications in Contact Centre Management, Customer Experience, or Quality Assurance (advantageous)
• Deep knowledge of contact centre service excellence best practices
• Strong understanding of quality management systems and frameworks
• Knowledge of workforce management and operational optimization
• Understanding of customer service metrics and performance measurement