Head Of Complaints Management And Quality Assurance

Costa Crociere is seeking a talented and energetic Head of Complaints Management and Quality Assurance to join the Global Commercial Operations team, our worldwide multichannel engagement centre for inbound and outbound sales and support services, serving both the Diret Guest and our Travel Partners across the globe.

Costa's Global Commercial Operations department Mission is to be one of the key differentitors of our Brand, delivering a memorable Customer Experience and making the client return. We offer the highest standard of courtesy and an unparalleled professionalism in every single touchpoint through the sales cycle and we generate value in everything we do.

The position will be responsible for defining the governance model aimed at setting standards and procedures through which complaints are handled at worldwide level with regards to the entire Customer lifecycle (on board and ashore), continuously raising the bar of the standards to drive an impeccable customer experience.

S/he will also be accountable for driving quality improvements regarding both the pre-cruise (booking) and the on-board experience by using RCA tools and methodology to deeply analyze Company processes behind a flawed customer experience and gain insight to improve and preserve the highest standards of quality and service.

Key Responsibilities:

• Setting guidelines and standards for Complaints Handling procedures and communicate them to each country's Customer Service departments
• Providing insight for Customer Service Operations with a holistic view of customer behavior and identifying opportunities to drive improvements
• Liaising with Customer Service teams to learn and implement best practices and to drive customer and performance improvements
• Monitoring and reporting on Quality metrics, deep dive and identify trends/root causes
• Identifying Company processes affected by a complaint and coordinating all necessary resources to perform deep analysis and implement solutions
• Analyzing historical data to build quality improvement initiatives and drive quality strategies impacting the pre and post cruise as well as the onboard experience
• Contributing to the development of reporting systems for all levels of the customer journey
• Liaising with the Training department to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics

*LI-POST

Job Requirements

• Bachelor's and/or Master's Degree
• Successful track record leading Quality Assurance activities, possibly in a customer-centric environment
• Negotiation and influencing skills; able to listen to, engage and persuade others based on sound logic
• Goal driven, target orientated, able to step back and look at the bigger picture
• Ability to deep dive/analyze customer related data and processes and draw conclusions leading to improvement initiative recommendations and long term Quality strategy
• Ability to communicate effectively across different channels with team members in Global teams
• Excellent planning and organizational skills
• Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive)
• Strong analytical skills combined with Process Management skills
• Proven experience with Customer Satisfaction monitoring and tracking tools (NPS etc.)
• Self starter attitude with an enterpreunerial spirit, with an obsession for quality and results
• Comfortable in a fast-paced environment with a passion for change and innovation