Take our talent across Operations to the next level by leading a team of learning and quality specialists. Working side-by-side with our Ops leadership team, you’ll set people up for success and help them grow and improve with engaging, educational, and structured enablement programs.
Your opportunity
One of the crucial points for our growth is the quality of service we provide to our merchants. Thus far, our customer experience has been the main differentiator between Mollie and our competitors. In our home markets, the Netherlands and Belgium, Mollie serves over 120.000 monthly active merchants and counting.
Our Enablement Team ensures that our Operations employees are equipped to deliver an exceptional customer experience with the highest quality and compliance. Reporting to the VP of Customer Operations, you’ll manage a team of learning specialists and quality specialists covering Support, Risk & Fraud, and Customer Due Diligence (CDD). As a team, you’ll build and deliver live and online training, conduct quality audits on multiple queues, and give continuous feedback to employees on their overall quality of work.
What you'll be doing
Build, lead, and coach a team of quality and learning specialists, guiding their daily work and managing performance
Identify performance and knowledge gaps through quantitative and qualitative needs analysis
Implement creative solutions to improve quality and performance and prioritise effectively using strong project management skills
Generate statistical samples to enable the company on having a significant Quality metric to represent business performance
Track budgets, negotiate contracts, and build and maintain relationships with third-party training providers
Deliver regular reporting on quality and learning metrics to ensure that goals and targets are met
What you'll bring3-5 years of people management experience
Experience delivering people enablement initiatives with successful outcomes (i.e., training or quality programs, upskilling initiatives, career development, employee engagement)
Proficiency in MS Office or Google suite, especially Excel/Sheets
Understanding of and experience applying adult learning principles and/or quality management frameworks highly preferred
Experience managing multiple projects simultaneously in a fast-paced scale-up environment
Preferred: 2+ years of experience in call centre, contact centre, customer service, CDD function, risk management or related field
Benefits
How we hire
Step 1
Apply
Our Talent Acquisition team and hiring manager will review your application, and respond within 2 weeks.
Step 2
Screening call
If you seem like a Mollie-in-the-making, we’ll invite you to a screening call so we can learn more about each other.
Step 3
Are you the one?
You'll have two or more interviews. And if it's a highly technical role, we'll also assess the specific skills you'll need.
Diversity, Equity & Inclusion
At Mollie we embrace what makes you unique, and nurture a culture that feels like home. We celebrate diversity of people and perspectives every day and are proud to be an equal opportunity employer. We do not discriminate.
Every new Mollie is hired on the basis of qualifications, merit, and business need. We bring open hearts and open minds, we don’t judge each other for our differences, we embrace the unique traits that make our products and culture stronger.
There is an energy at Mollie that can’t be contained. We are proud to be here, and inspired by the problems we have left to solve. So come join the ride.