Head of Quality & Knowledge - Barcelona

Freenow empowers smarter mobility decisions helping people to move freely and cities to thrive.

Be ready to work in a multinational, diverse, highly motivated and collaborative team of passionate developers who strive for excellence and like to have fun.

You will be actively managing our Quality Assurance & Training programs for our Customer Care and Document Management teams, making sure that every customer support experience we provide to our riders and drivers is a great one!

Are you ready for your next ride?

YOUR DAILY ADVENTURES WILL INCLUDE:

Our work is all about providing great customer service experience for our riders and drivers.

You will provide strategic leadership to our Quality, Training and Content teams to deliver satisfaction for our external customers, and to drive efficiency and engagement within our Customer Care teams.

You’ll be accountable for driving a highly knowledgeable and talented team in order to:

• Own and optimise our customer care policies and procedures;


• Develop a training strategy that empowers and enables our agents, upskilling them as customer care professionals;


• Optimising our Quality Assurance program and ensuring that the learnings and insights are leveraged to drive improvements to our products, policies, procedures and communications.


• Establish high-quality, accessible, relevant and easy to digest self-service materials for our riders and drivers, and for our customer care teams.


• Use our voice of customer data to develop actionable insights and drive improvements to our support offering.

You will provide high-quality leadership and empowering management to our Quality & Knowledge Management teams.

You will oversee our Quality, Training and Knowledge Management programs, and be a driving force to explore improved tooling and technology in these areas.

You will also partner across Operations Management, Product and beyond to understand the support experiences of our users, and to find solutions that increase satisfaction, retention and contribute to the growth of our business.

Key Systems: Zendesk CRM & QA | GSuite | Project Management systems

TO BE SUCCESSFUL IN THIS ROLE:

• Minimum 7 years of experience in a Customer Care Operations setting, with 3+ years experience in a senior management role, overseeing Quality, Training and Knowledge Management topics.


• A passion for driving business growth by delivering great customer support experiences.


• A proven leader, with excellent people management skills. Able to provide effective and empowering day to day leadership to their team.


• Change management skills, with the communication and empathy required to empower their team and peers.


• Ability to develop long-term strategies and to also drive execution.


• Strong awareness of best practices and industry standards relating to the scope of the role.


• A track record of delivery, with the skills to overcome challenges and solve problems


• An effective communicator both verbally and in writing with the confidence to engage with or present to senior leaders across the business


• Strong data analysis skills.


• Experience working in a technology company, with experience in the mobility industry a plus.

BENEFITS & PERKS IN A NUTSHELL:

DIVERSITY, EQUITY & INCLUSION:

FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work. 

SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US: