Quality program manager (H/S/T)

PayFit is hiring!

About

PayFit simplifies payroll management and HR processes for SMBs. PayFit is an automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus on what really matters: their employees.
Since 2015, we have set ourselves a mission to support the digital transformation of HR management through our ever growing range of product features and services. We have a strong presence in France and have been quickly growing in Germany, Spain, the UK and Italy. With 7,000 customers in 4 countries, we are one of the fastest-growing SaaS companies in Europe.

Today, we are more than 650 employees at PayFit and we all share four core values:

  • Care for each other
  • Always stay humble
  • Strive for excellence
  • Live and work with passion

We are committed to a culture of inclusion and an environment that enables fulfillment in freedom & responsibility. You want to join us? This video is better than a long description…

Job Description

Get onboard of the PayFit rocket by joining our Customer Ops Team as a Quality Program Manager
Your mission will be to maintain a high and consistent level of service quality across the CS department so that we consistently deliver to our customers a superior experience and ensure a high level of satisfaction. You will work directly with the Customer Service teams to create, maintain and develop our quality standards. You will be in charge of designing the Quality strategy, implementing it, monitoring performance and impact and identifying opportunities to improve. We’re looking for someone who gets excited at the prospect of getting to build this program from scratch to help our Customer Service teams do help our CS teams be successful in their mission and deliver a great experience to our customers.

You will be responsible for:

  • Set our quality standards and drive implementation in collaboration with the CS department
  • Set up frameworks, processes and tools to monitor our qualityBuild the Quality scoring methodology to assess customer interactions and compliance with standard procedures
  • Collaborate with Customer Service quality specialists to ensure the right scoring and coach teams on some topics
  • Design and monitor the right operational processes to support team leads in the execution of quality improvement plans
  • Monitor and report on our service quality and continuous improvement needs (Product, Service, HR roadmap, etc.)
  • Act as a Subject Matter Expert for teams implementing systems that may impact on service quality

Preferred Experience

• you have experience in customer service/support management roles
• you have already set up and developed initiatives to improve customer experience (quality management, ticket management, enablement) in a customer service environment
• you master project management and documentation skills
• you are obsessed about customer satisfaction and care about customer service experience
• you know how to animate and motivate your stakeholders thanks to your strong interpersonal skills
• you are autonomous, self-motivated, organized person
• you love to understand how organisation works through field observation and data in order to improve the performance
• you speak both French and English fluently and you want to work in an international and dynamic environment
• you want to learn, improve and gain responsibility

Recruitment Process

Recruitment process
• Validation of the application
• HR Telephone interview
• Meeting with Benoit (recruiting manager)
• Meeting with Mayya (CS Ops Director), Thomas (App and Payroll Specialist Director) and a Customer Care Lead/Director
• Case Study with Benoit, Mayya, Dimitri
• Meet the team during our famous Barbecue Test (no worries : it is not a test and you don’t have to bring chips)
• Background check to verify your identity, diploma and past professional experience in the context of your ISO27001 certification

What we offer ❤️

  • - An international and dynamic team with the opportunity to visit our different offices (Paris, Berlin, Barcelona, London, Milan)
  • - A work from anywhere policy to allow you flexibility in regards to where and when you want to work
  • - 150 euros equipment budget to comfortably work from home
  • - A gym at our Paris office and a Gymlib membership with preferential rates
  • - Restaurant tickets card (Swile)
  • - 20 weeks of maternity leave supported by PayFit and 4 weeks of partner leave (Signed the Parental Act)
  • - Health insurance (supported to 60% by PayFit)
  • - One day per year dedicated to volunteer for an association
  • - A fulfilling and inclusive workplace, offering equal opportunities for any minority, disability, gender identity and sexual orientation. Don’t forget: everyone fits at PayFit!

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75008)
  • Possible full remote