ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.Job DescriptionWe are seeking an experienced Head of Quality Control to lead and oversee our quality assurance processes. As a broker, we partner with leading courier services like DHL, FedEx, UPS, and others, to offer our customers the best possible delivery options. Your role will involve managing the quality of our after-sales support, ensuring timely and effective issue resolution by phone, chat and email, training customer service teams, and monitoring performance to maintain high standards of service. You will ensure that customer enquiries related to tracking, delivery delays, and other post-sale issues are handled with professionalism and efficiency.Your ResponsibilitiesQuality Standards: Develop, implement, and maintain quality standards for customer service interactions (calls, emails, chats)Monitoring and Auditing: Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvementTraining and Development: Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectationsProcess Improvement: Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvementsCompliance Management: Ensure the customer service department adheres to legal and regulatory requirements (e.g., data protection, GDPR)Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service qualityRoot Cause Analysis: Investigate recurring service issues and work with relevant teams to resolve underlying problemsCollaboration: Work closely with the Customer Service and Customer Experience teamsKey Skills Competencies:Education: Bachelor’s degree in business administration, operations management, quality assurance, or a related fieldExperience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery settingCertifications: Quality management certifications (e.g., Six Sigma, Lean) are a plusTechnical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systemsAttention to Detail: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-upLeadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitorsCustomer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experienceCommunication Skills: Excellent verbal and written communication skills and fluent EnglishWhat We OfferA collaborative and dynamic work environmentOpportunities for career growth within a fast-growing companyCompetitive salary with performance-related bonuses20 days holiday per year (plus bank holidays)A paid day off on your birthdayAdditional Details8:30am to 5pm Mon-Fri (GMT)You work as a contractor and are responsible for your own taxYou need a min 20 MB broadband line, and your own PC/Laptop and headset
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