Customer Experience QA Lead

Job description

Customer Experience QA Lead Department: Customer Experience: Employment Type: Full Time: Location: Duiven, Netherlands: Reporting To: Leo Trigo: Description: About the role: As QA Lead, you will own the quality of every customer interaction across the Arcavindi CX. This is a newly created role - one that does not exist yet and that we are building from the ground up. You will design and maintain our QA framework, calibrate standards across all language teams, and ensure that the insights you generate directly improve how our agents communicate with customers every day. This role is all about rigour, consistency, and impact. You will be the quality standard-bearer for a fast-scaling European operation spanning five languages, multiple sites, and thousands of customer interactions each week. Getting Started... Establishing Your Impact... Driving Excellence... - Learn our systems, tools, and customer communication channels across all active markets. - Build strong working relationships with Team Leaders and agents across all language teams. - Understand our current quality landscape, identify gaps, and begin designing the QA framework. - Launch and roll out the Arcavindi CX QA framewo...