Quality Manager in the Customer Experience Team (fixed term)

The primary responsibility of a Quality Manager is to ensure the delivery of exceptional customer service by evaluating interactions with customers on multiple channels. You will play a key role in shaping and implementing quality development initiatives aimed at elevating the customer experience and business results. By focusing on communication excellence, active listening, and problem-solving, you will foster a culture of continuous improvement and ensure that every interaction reflects the highest standards of quality.

• Proactively refine and enhance the established quality assurance program by identifying opportunities to improve the evaluation form and overall evaluation process, ensuring it accurately reflects real challenges and employee performance
• Collect and analyze data related to conversation quality, customer satisfaction, and performance metrics to identify trends and improvement opportunities
• Contribute to creating training materials, presentations, and resources to support ongoing development initiatives
• Provide constructive feedback and coaching to managers and team leads, based on call evaluations, ensuring alignment with quality standards
• Explore and invent AI-driven solutions to expand and optimize quality assessments, driving efficiency and effectiveness
• Collaborate with cross-functional teams, managers, and training professionals, to align quality standards and procedures across the organization

• Proven prior experience in service quality management, quality assurance or related leadership role within customer service/ sales environment. Knowledge of banking products/services is an advantage
• Strong understanding of customer service principles and best practices, call center operations and sales
• Coaching and mentoring skills, with the ability to guide and develop employees and managers to enhance performance and achieve quality standards
• Excellent active listening, analytical, and problem-solving skills with a focus on assessing performance metrics and using data-driven insights to recommend improvements
• Ability to assess performance metrics and analyze data to drive insights and recommendations
• Prior experience in developing and delivering training programs
• Proficiency in Microsoft Excel, including advanced functions and data analysis tools
• Strong attention to details combined with excellent organizational and time-management skills
• Good communication, negotiation and presentation skills with the ability to engage and influence stakeholders
• Fluent English and the local language are required in spoken and written communication due to working on Pan-Baltic level

Nice to have

• Knowledge of AI-driven quality evaluation solutions, speech analytics, and conversation intelligence tools.
• Experience with Amazon Connect and Contact Lens.
• Experience implementing or supporting automated quality monitoring initiatives.
• Understanding of customer interaction analytics and data-driven quality management practices.

• Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humor and having fun
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
• Professional growth. Internal and external training programs, workshops, conferences, online training etc.
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor