Hermes Parcelnet

  • Outsourcing Quality Manger

    Town/City Morley
    Posted Date 4 months ago(05/03/2018 12:28)
    Job ID
    Number of Positions
    Customer Service
  • Overview

    Award winning Hermes is the largest UK courier delivery service and we handled over 270 million parcels last year. We employ over 2,500 people, have over 10,000 self-employed couriers and deliver parcels to over 190 countries.


    We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!


    Role overview:

    The Outsourcing Quality Manager will report into Outsourcing Contract Manager, overseeing  the quality of our Outsource Partner and providing day to day process support.  This role will measure and help to improve offshore advisor quality and process adherence through analysing all work streams, with a specific focus initially on webchat and email against current and future quality guidelines.

    The role holder will also have two direct reports, both Outsourcing Customer Experience Assessors.


    • Analysing and reporting on the independent quality data we produce for all Outsourcing workflows, with specific focus on myHermes web chat and email with a view to continually improve our customer experience
    • Assisting the Offshore Management Team with day to day escalations and complaints that need support from UK colleagues
    • Responsible for reviewing and forwarding all necessary call back requests to the UK team with agreed time frame
    • Responsible for hosting three week CX calibrations of webchat data/quality analysis to identify possible process failures and changes
    • Understand all Outsourced processes to assist the Contact Manager with information on process improvement and explanations on service failure
    • Review feedback from the UK based Customer Service Team, and ensure this is understand by our Outsource Partner to drive a culture of continuous improvement
    • Full knowledge of all Hermes Customer Service workflows, across myHermes, Client and all Claims processes to ensure they can act as a point of contact


    • Strong analytical thinker
    • Good understanding of Excel, Word and PowerPoint, able to create spread sheets and pivot tables
    • Excellent communication skills, both verbal and written
    • Presentation skills
    • A strong influencer 


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