Manager of Service Control Team

Overview

Responsibilities

• Monitor daily workloads and supervise quality management specialists.
• Mentor team members and support a positive, high-performance team culture.
• Ensure timely and accurate completion of quality management reports.
• Deliver regular performance insights, quality trends, and risk assessments to senior management.
• Participate in monthly meetings to review quality management reports and results.
• Recommend improvements based on report findings and operational trends.
• Keep the team updated on relevant regulations, licensing requirements, and data protection standards.
• Define, monitor, and optimize key quality indicators.
• Track quality indicators such as accuracy, empathy, professionalism, and response timeliness.
• Ensure quality assurance findings are properly documented and stored.
• Document corrective actions and improvement plans for future reference.
• Provide regular reports to higher management about support quality, performance metrics, trends, and areas of concern.
• Support knowledge base updates and service quality improvements.
• Help maintain consistent service control standards across teams.

Requirements

• Proven background in service control, quality management, customer support operations, or a related field.
• Strong knowledge of licensing and regulatory frameworks relevant to the role.
• Ability to build, track, and interpret customer support metrics and operational data.
• Strong experience with quality assurance reporting and performance monitoring.
• Excellent problem-solving skills.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to create and update knowledge base information.
• Understanding of cybersecurity protocols to protect user data.
• Understanding of information security and data protection standards.
• Full professional fluency in English and Russian, both written and verbal.
• Excellent communication skills.
• Strong leadership and mentoring skills.
• High attention to detail.
• Ability to report clearly to senior management.
• Senior-level operational judgment and responsibility.

Skills

VBET