Customer Experience Quality Assistant Manager

Our journey, which began in 1979, has grown into a strong logistics network that delivers more than 1 million shipments daily across Türkiye, with 13 Regional Directorates, 28 Transfer Centers, nearly 1,000 branches, a fleet of 3,000 vehicles, and a team of 14,000 employees.As a subsidiary of Austrian Post, we continue our operations with international strength while investing in technology and innovation through Aras Digital, expanding beyond borders through Aras Global, and supporting the unifying power of sports through our Aras Kargo Women's Volleyball Team. With our renewed identity, experience, and energy, we are setting our course toward the future. If you would like to grow, develop, and take a strong step forward in your career on this journey with us, we would be delighted to welcome you to our team. We are looking for a “Customer Experience Quality Assistant Manager” under the Customer Experience Project, Quality and Reporting Directorate, who will be responsible for establishing, monitoring and improving quality standards across customer services, call center, branch and field operations, analyzing quality data to identify areas for improvement, and continuously improving customer experience and operational quality. Qualifications: Bachelor’s degree (preferably in Business Administration, Industrial Engineering, Management, Logistics or related fields), At least 5 years of experience, Experience in customer services, call center, customer experience or operations management, Preferably experience in cargo, logistics, transportation, e-commerce or similar operational sectors, Experience in customer service quality processes, call evaluation, field audits or operational quality processes, Experience in KPI, SLA, performance analysis and reporting, Competence in root cause analysis, problem solving and continuous improvement, Knowledge of CRM and customer contact systems, Proficiency in advanced Excel and preferably data visualization tools, Preferably knowledge of ISO 9001, ISO 10002 and quality management systems, Strong analytical thinking, result-oriented approach, communication and stakeholder management skills, Experience in team management and development. Responsibilities: Establish and update quality standards in customer services, call center, branch and field operations, and monitor their implementation. Establish quality control and audit plans; analyze audit results and manage corrective and preventive actions regarding non-conformities. Evaluate customer interactions across customer services, call center and digital channels in line with quality criteria; analyze the results and share areas for improvement with relevant teams. Monitor compliance with quality standards in branch and field operations; evaluate operational errors, non-conformities and recurring issues together with customer feedback and carry out improvement actions. Analyze quality KPIs, SLA results, error rates, customer complaints and contact point performance; monitor trends and critical deviations and report them to management. Conduct root cause analyses for quality-related problems; establish action plans, follow up on responsibilities and deadlines, and measure the results of the actions taken. Develop process, system, training and operational improvement recommendations based on quality and customer feedback data, and carry out quality improvement projects with relevant departments. Monitor quality data obtained from CRM and digital systems; coordinate the resolution of system- and digital channel-related issues with relevant teams. Monitor the quality performance of suppliers and outsourced service providers and carry out the necessary improvement actions. Prepare weekly, monthly and periodic quality reports; present critical quality issues, topics with a significant impact on customer experience, and the status of actions to management. Manage the work plan, task allocation and performance of the Quality team; identify the development needs of team members and support their development. What Awaits You at Aras? With our values of “We Are Aras: Purpose, Performance, and Joy,” we focus on people, society, and creating together. We offer an inclusive culture that supports the well-being, development, and work-life balance of our employees in every aspect. In this work experience, where you will feel valued and ready for the future: • You become part of a flexible and balanced working experience (benefits such as a hybrid working model for office employees, flexible working hours, early finish on Fridays, and taxi transportation for Headquarters employees). • You can create time for the special moments in your life (practices such as birthday leave and 30 days of paternity leave). • You benefit from comprehensive fringe benefits that support your well-being and safety (the Meditopia app, meal card, supplementary health insurance, life insurance, and personal accident insurance). • You can strengthen your competencies through continuous learning and development opportunities (technical and behavioral online training through Aras AkademiGO, leadership and talent programs, English language training, and postgraduate education support). • You become part of a strong team culture that focuses on collaboration, recognition, and inclusiveness, while taking ownership and responsibility. Aras Kargo is an equal opportunity employer. We value diversity and are committed to creating an inclusive working environment for all employees. All qualified applicants are encouraged to apply regardless of gender, age, disability, or background. You may visit the link to reach our data privacy policy: https://www.araskargo.com.tr/aydinlatma-metni/giris