Quality Team Lead

    • Dublin, Ireland

Our company

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more significant. We give businesses and organizations the power to truly engage their customers. Adobe is behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

We're a company that understands that product innovation comes from people innovation, and that's why we invest in cultivating leaders throughout the organization. If you're passionate about leading from where you sit, join us!

The challenge

We are looking for an experienced Quality Team Lead who is passionate about high quality customer support. This person will think of new ways to simplify the customer journey and be creative while maintaining a high standard of customer support in the process. You'd manage a team of quality specialists who have a finger on the pulse, and a desire for perfectionism.

What you will do

  • Manage a team of high performing, customer-focused quality specialists that provide legendary support to our customers

  • Innovate new ideas to improve policies / processes / tools etc that will ultimately optimize performance and increase customer satisfaction.

  • Coach team members on projects/initiatives that improve customer experience

  • Manage daily operations including planning, assigning, and directing work; regular performance feedback, case reviews and career development

  • Review and analyse key business metrics to showcase positive trends, identify areas of improvement and implement changes to enhance the customer experience.

  • Evaluate and report on Quality performance

  • Drive Quality improvement plans at EMEA level with a view to sharing best practice globally.

What you need to succeed

  • 1+ years experience in people management with a Quality background

  • A strong sense of accountability and quality; you are a person that is not comfortable with mediocre

  • Strong judgment, decision-making, drive and insightful analytic skills; being process oriented but with flexibility to know when the process needs to change or evolve

  • Exceptional soft skills for coaching opportunities with the team as well as both internal and external communications

  • Ability to influence, support and challenge in and outside your immediate team

  • An inspiring communicator, responsive listener and great collaborator

  • Driven and always learning

  • BA/BS degree in relatable field is a plus

  • Proficiency in a second or third European language is an advantage

  • Experience using Adobe Creative Cloud or Adobe Document Cloud products is a plus

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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