Head of Service Quality

The Head of Service Quality at Coco is tasked with improving the overall customer and merchant experience through strategic support initiatives. This includes managing customer service operations, leading a team of customer service agents, implementing data-driven enhancements, and analyzing both customer feedback and service metrics to identify areas for growth. You'll also work closely with other departments to maximize efficiency and streamline processes.

To qualify for the Head of Service Quality role at Coco, candidates should possess a Bachelor's Degree or equivalent professional experience along with a minimum of 3 years in management within customer service or customer success teams. Familiarity with data analysis tools like Tableau or PowerBI is essential. Preferred qualifications include experience with omni-channel support operations, AI communication workflows, and data analysis proficiency using SQL.

Coco values continuous employee development in the Head of Service Quality role by facilitating access to training programs and resources that enhance skills in areas such as data analysis, team management, and innovative technologies like AI. Additionally, regular feedback sessions and performance reviews help guide professional growth and foster collaboration across departments.

A typical day for the Head of Service Quality at Coco includes auditing service tickets to understand customer pain points, collaborating with software engineers on new tool developments, leading team meetings, and analyzing KPIs to assess customer service efficiency. The role requires a balance between strategic planning, technological implementation, and team management.

The Head of Service Quality at Coco has ample opportunities to innovate, particularly through the integration of AI tools to automate support workflows and improve customer interactions. This role also encourages finding creative solutions to enhance service processes and satisfaction metrics, alongside collaborating with cross-functional teams to launch new initiatives.

In answering this question, focus on specific team management experiences, highlighting your leadership style and the achievements of your team. Provide examples of challenges faced and how you overcame them while driving member engagement and achieving service goals.

Share specific instances where you've utilized tools like Tableau or PowerBI to interpret data and make actionable changes that enhanced customer satisfaction. Discuss any metrics that significantly improved due to your analysis.

Detail innovative strategies such as implementing new technologies or enhancing communication channels. Offer examples of previous successes and emphasize a customer-centric approach that prioritizes user needs while maintaining operational efficiency.

Discuss techniques that you've used to foster a positive team culture and motivation, such as recognition programs, team-building activities, and transparent communication. Share how you supported your team's well-being and development.

Outline a specific project that showcases your ability to lead initiatives aimed at improving service. Describe your role, the process used, and the measurable impact it had on customer satisfaction or operational efficiency.

Emphasize the importance of technology in enabling better customer interactions and operational efficiencies. Provide examples of technology tools you've employed, such as AI or chatbots, and how they helped streamline support processes.

Discuss your approach to de-escalating issues and maintaining composure. Highlight techniques you've found effective in problem-solving and restoring customer trust, emphasizing empathy and communication skills.

Identify key performance indicators (KPIs) like Net Promoter Score (NPS), customer satisfaction scores, or first response times. Explain how you set benchmarks and utilize these metrics to drive continuous improvement.

Discuss your strategies for effective collaboration across teams, explaining how you've partnered with departments like engineering or marketing to solve customer issues and improve services collectively.

This is your chance to express your passion for improving delivery experiences and your alignment with Coco's mission. Share your excitement about leading a team and innovating in a vibrant environment focused on customer satisfaction.