Manager, Customer Quality

JBL is seeking an experienced and enthusiastic Manager, Customer Quality to join our team to help cultivate an exceptional customer experience. In this role, you’ll be responsible for leading initiatives that help ensure customer satisfaction with our products, services, and processes. If you’re a strategic problem-solver who is passionate about quality assurance and customer service, we encourage you to apply!The ideal candidate for this role will have a Bachelor’s degree in Business, Engineering, or a related field, as well as 5+ years of experience in a customer-facing role. You must possess strong communication and organizational skills, and be comfortable working with both internal and external stakeholders. Experience in a customer service or contact center environment is also preferred.

Responsibilities:

1. Lead initiatives that promote customer satisfaction with JBL products, services, and processes.
2. Develop and implement strategies to ensure customer satisfaction and quality assurance.
3. Monitor customer feedback and act on issues quickly.
4. Troubleshoot customer issues and provide timely resolution.
5. Create, maintain, and analyze reports on customer service metrics and performance.
6. Collaborate with internal stakeholders, such as product and engineering teams, to ensure customer satisfaction.
7. Facilitate customer service training for staff.
8. Develop strategies to improve customer service processes and policies.
9. Monitor customer service trends and analyze customer feedback.
10. Monitor customer service performance and identify areas for improvement.

According to JobzMall, the average salary range for a Manager, Customer Quality in Novi, MI, USA is between $90,000 and $115,000 per year. This range is based on factors such as the individual's experience, education level, and the size of the organization.

JBL is an American company that manufactures audio equipment, including loudspeakers and headphones. There are two independent divisions within the company; JBL Consumer produces audio equipment for the consumer home market, while the JBL Professional produces professional equipment for the studio, installed sound, tour sound, portable sound (production and DJ), and cinema markets. JBL is owned by Harman International Industries, a subsidiary of South Korean company Samsung Electronics.