Quality Program Manager

Job Description

Do you have a passion to support the delivery of world-class customer service?

Bring your quality management experience to our Consumer and Shopper Engagement (CSE) team!

No relocation assistance is offered for this position

Core Responsibilities

• Complete ownership of end-to-end quality program.

• Design and implement a quality management framework that aligns with CSE goals, including defining standards, metrics and assessment tools (including automation/AI opportunities) for evaluating interactions.

• Lead and run the implementation of the program globally.

• Analyse all customer service metrics and how quality performance affects those key performance indicators. When necessary, develop CSE metrics and create strategies to improve those metrics.

• Create/Maintain/Provide detailed reports and analysis to document trends in quality performance.

• Analyse trends and performance data to find opportunities for process improvement within CSE. Lead initiatives to enhance service quality and efficiency, including adopting new technologies and methodologies.

• Collaboration super force who is an expert at working at varying levels. Managing close working relationships with key partners to integrate quality initiatives into company strategies and values.

• Create, share and maintain quality management roadmap for CSE and CSE tools.

• Ensure all quality assurance practices follow relevant regulatory and industry standards. Help maintain knowledge and best practice documents.

• Staying up to date with industry standard processes, ensuring functionality is deployed appropriately whenever necessary.

Play your part in our team succeeding

The role of the Consumer and Shopper Engagement department is to deliver world-class customer service and engagement experiences that live up to the expectations of the LEGO brand and turn customers into brand advocates. We act as guardians of consumer experience and brand reputation and actively play a part in deepening the relationship each consumer has with the LEGO brand (= LEGO love!).

The CSE Quality Program Manager will lead the development, implementation and continuous improvement of a comprehensive Quality Management Program to enhance the performance of CSE. This role will be responsible for creating quality assurance frameworks, establishing performance metrics, driving operational excellence and ensuring all interactions meet customer experience and company standards. The Quality Program Manager will collaborate with cross-functional teams to help develop training, coaching and feedback loops to ensure consistent delivery of exceptional customer service.

Do you have what it takes?

• Proven experience in Quality Management within a global contact centre environment.

• Experience in designing and implementing quality management programs.

• Solid knowledge of contact centre operations, performance metrics and customer satisfaction measurement tools.

• Excellent data analysis and reporting skills with the ability to translate data into actionable insights.

• Strong collaboration skills across a wide variety of partners.

• Proven track record of taking initiatives and delivering results.

• Strong project management and organizational skills.

• Working in a global organization may mean early or late meetings outside of normal office hours (regularly, at times).

#LI-JA1

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. For all candidates, if you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.