Manager - Quality & Training (Customer Experience)

What do we do

At The Souled Store, our mission is to redefine casual wear and youth fashion for millions of customers worldwide. Established in 2013, we've evolved from a passion project into a leading brand, renowned for our unique designs and merchandise that inspire conversations and spark joy. By offering a diverse range of themed apparel, we aim to create a community of fashion-forward individuals who express themselves authentically.

But it's not just about the apparel; it's about the experiences we provide. We strive to deliver exceptional service and satisfaction with every interaction, whether it's answering a customer's question, resolving an issue, or simply bringing a smile to their face. That's why we're seeking passionate individuals like you who share our vision and commitment to making a difference.

As a leader within our team, you'll play a crucial role in bringing our brand to life, fostering meaningful connections with our customers, and contributing to a community that celebrates individuality and creativity. Together, we'll continue to push boundaries, inspire change, and shape the future of fashion. If you're ready to join us on this journey and make a real impact, we'd love to have you on board.

Position Overview:

As the Quality Leader & Trainer for Customer Experience at The Souled Store, you will be responsible for ensuring the highest level of customer experience and service quality across all touchpoints. This role involves developing and implementing quality standards, conducting training programs, and leading initiatives to continuously improve the customer experience. You will work closely with customer experience team, retail staff, and management to identify areas for

improvement and implement strategies to enhance the overall customer journey.

Roles and Responsibilities:

1. Quality Assurance:

-Develop and implement comprehensive quality standards and procedures for customer interactions across various channels (in-store, online, and over the phone).

-Conduct regular audits and assessments of customer experience processes to ensure compliance with established standards.

-Analyze customer feedback and data to identify trends, issues, and opportunities for improvement.

2. Calibration Sessions:

-Lead weekly calibration sessions among customer experience leaders to ensure consistency in service quality and evaluation standards.

-Facilitate discussions to align on best practices, share insights, and address discrepancies in service delivery.

-Develop and update calibration guidelines and documentation to maintain high standards across the team.

3. Performance Evaluation:

-Establish metrics and KPIs to measure the effectiveness of training programs and customer service performance.

-Monitor and evaluate customer service representatives, performance, providing feedback and coaching to enhance skills and productivity.

-Develop and implement action plans to address performance gaps and ensure continuous improvement.

4. Reporting and Analysis:

-Maintain accurate records of training activities, attendance, and feedback.

-Prepare and present reports on training outcomes, quality assessments, and customer satisfaction metrics to senior management.

-Stay updated on industry trends and best practices in customer service and quality management, incorporating relevant insights into training and improvement initiatives.

5. Training and Development:

-Design and deliver engaging training programs focused on excellence in customer experience, communication skills, problem-solving, and product knowledge.

-Utilize various training methods, including workshops, e-learning, and on-the-job coaching, to cater to different learning styles.

-Collaborate with HR and department managers to schedule and organize training sessions without disrupting daily operations.

Requirements:

-Bachelor's degree or equivalent; additional education or certification in quality management or training and development is a plus.

-Minimum of 5 years of experience in a quality assurance and training role (not necessarily together), preferably within a customer experience or retail environment.

-Strong understanding of customer experience principles, quality management methodologies, and training techniques.

-Excellent presentation and communication skills, with the ability to engage and inspire diverse audiences.

-Proficiency in data analysis and reporting tools to evaluate performance and identify improvement areas.

-Ability to work effectively in a fast-paced, team-oriented environment.

-Flexibility to adapt to varying work schedules, including evenings, weekends, and holidays, as needed.

-Commitment to upholding company policies and procedures, including privacy and security guidelines.

Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch. If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)