Quality Manager – Customer Experience (Fixed‑Term)

About the role

Join Luminor as a Quality Manager in the Customer Experience Team on a fixed‑term basis. You will be responsible for ensuring exceptional customer service across multiple channels and driving quality improvement initiatives that enhance both the customer experience and business results.

Key responsibilities

• Refine and enhance the quality assurance programme, updating evaluation forms and processes to reflect real‑world challenges.
• Collect, analyse and report data on conversation quality, customer satisfaction and performance metrics to identify trends and improvement opportunities.
• Develop training materials, presentations and resources that support continuous development.
• Provide constructive feedback and coaching to managers and team leads based on call evaluations.
• Explore and implement AI‑driven solutions to expand and optimise quality assessments.
• Collaborate with cross‑functional teams, managers and training professionals to align quality standards across the organisation.

Required profile

• Proven experience in service quality management, quality assurance or a related leadership role within a customer service or sales environment.
• Knowledge of banking products and services is an advantage.
• Strong understanding of customer service principles, call‑center operations and sales.
• Coaching and mentoring skills with the ability to develop employees and managers.
• Excellent analytical, problem‑solving and active‑listening abilities.
• Ability to assess performance metrics and use data‑driven insights to recommend improvements.
• Experience in developing and delivering training programmes.
• High attention to detail, strong organisational and time‑management skills.
• Effective communication, negotiation and presentation abilities.

Required skills

• Microsoft Excel (advanced functions and data analysis tools).