As a Care Quality Manager at Joko, your responsibilities include creating and leading quality strategies, managing a team of quality specialists, conducting audits to improve agent performance, maintaining an up-to-date knowledge base, and developing comprehensive training programs. You'll ensure our customer service meets high standards, guiding both internal teams and outsourcing partners towards excellence.

To apply for the Care Quality Manager role at Joko, you should have 2-4 years of customer service experience, ideally linked to quality, training, and knowledge management. More importantly, you'll need to be proficient in French and fluent in English, possess a keen attention to detail, a structured approach to problem-solving, and a strong sense of empathy towards users.

Joko ensures high-quality customer service by empowering the Care Quality Manager to lead audit processes, develop training programs for agents, and maintain a dynamic knowledge base. This role focuses on ongoing performance monitoring and timely enhancements to service strategies to improve the user experience continually.

The work environment for a Care Quality Manager at Joko is flexible and remote-friendly. Whether you choose to work from our Paris office or from the comfort of your own home, you'll benefit from a supportive atmosphere that encourages collaboration and personal growth while also accommodating your unique lifestyle needs.

Key skills for succeeding as a Care Quality Manager at Joko include strong leadership, effective communication, a structured mindset for project management, data analysis capabilities, and an empathetic nature. Being proactive in identifying issues and implementing improvements will also be crucial to your success.

The training program for new customer service agents at Joko is extensive and includes a 'train the trainer' approach, ensuring that agents receive high-quality onboarding support. As a Care Quality Manager, you'll be instrumental in developing this program, making agents productive and confident in delivering exceptional service right from the start.

Joko fosters a sense of community among remote employees through frequent team events and in-person gatherings every quarter. They also promote collaboration through open communication channels and are committed to making team members feel valued and connected, no matter where they work from.

When answering this question, highlight specific roles where you led quality initiatives. Discuss the strategies you implemented, the challenges you faced, and how your efforts directly impacted customer satisfaction. Use metrics to demonstrate your success and keep the focus on how your experience aligns with the Care Quality Manager role at Joko.

Showcase your project management skills by detailing your method for prioritization. Discuss how you assess urgency and impact, mentioning any tools or techniques you use to stay organized. Highlight your ability to delegate effectively to ensure all quality projects are on track while maintaining high service standards.

Discuss your approach to evaluation, including auditing techniques and customer feedback analysis. Relay examples of how you've used these findings to implement changes that improved service quality. Emphasize your data-driven mindset and focus on continuous improvement which aligns with Joko's values.

Provide a specific example, explaining the challenge clearly. Walk the interviewer through your thought process, the actions you took to resolve the issue, and the outcome. Demonstrating your problem-solving abilities and resilience in maintaining quality standards will impress your interviewer at Joko.

When responding, speak about how you assess training needs, gather feedback post-training, and use performance data to refine the programs continually. Mention creative training methods that engage agents and emphasize your experience in tailoring training to the diverse needs of your team at Joko.

Discuss your strategies for regularly updating the knowledge base, such as collecting team feedback, monitoring user engagement with articles, and collaborating with other departments for updates. Highlight your commitment to fostering a culture of knowledge sharing within Joko to enhance team efficiency.

Answer by emphasizing qualities such as empathy, attention to detail, structured thinking, effective communication, and leadership abilities. Illustrate how each quality contributes to overall team success at Joko and improves customer satisfaction.

Explain your techniques for providing feedback positively and effectively. Discuss your belief in a strengths-based approach and how you balance constructive criticism with acknowledgment of good work. Emphasize your role in building a supportive culture at Joko that values professional growth.

Share a specific project, detailing the initial problem, the solution you implemented, and the results. Focus on metrics that showcase improvement, and connect it back to how your leadership and strategic approach could bring similar successes to Joko.

Discuss how data analysis is integral to your role in monitoring performance metrics, identifying areas for improvement, and shaping decisions. Provide examples of tools you’ve used for data analysis and how your findings have led to actionable insights and enhanced service quality, which will resonate with Joko's data-driven culture.