Quality Lead - Customer Service

Job description


By identifying Quality challenges and bottlenecks, analyzing them and coming up with effective solutions, you safeguard 5CA's quality standards now and in the future.

The job

Are you ready to design and execute QA strategies within a successful CX focused company? As Quality Lead it is your responsibility to safeguard quality standards within 5CA, drive performance towards our Quality & Customer Experience goals and measure and monitor the ongoing quality of service provided. To that end you define mid and long term goals for QA to contribute to 5CA's success. You will work together with a wide range of stakeholders and business partners, and especially close to the Learning & Development team.

You are responsible for reviewing and optimizing the customer service quality checks that we have in place, and you act as an innovator, making sure that we use the best methods available to further leverage QA's impact.  Ultimately, you ensure that business partners are served with the right performance information, at the right time and in the right format.


  • Evaluate and improve company wide CS quality standards
  • Analyze quality metrics, present outcomes to business partners and stakeholders and come up with improvements
  • Mentor, train and coach more junior team members on stakeholder management, reporting, calibration and feedback loops
  • Optimize 5CA’s quality procedures, learning paths, and knowledge content
  • Come up with training recommendations and liaise with Learning & Development to follow-up
  • Safeguard the quality, security and accessibility of CS quality metrics.

Job requirements

  • 5+ years of experience in Quality Management, 2+ years of experience in a leading role
  • Experience in an international Customer Service environment
  • Proven track record in defining and executing Quality Management & process improvement initiatives
  • Creative, innovative and tech-savvy in designing quality improvement solutions
  • Fluent in English, both written and spoken. 

We offer

  • A salary matching market standards including secondary benefits and vacation days
  • A fast-growing organization (double digit growth!) and an international, inclusive company culture
  • An inspiring environment with young, brilliant and creative professionals with which you will have lots of fun at the office
  • Office in a great location in Utrecht: two minutes from the central train station
  • Continuous learning and plenty of opportunities for growth within your field of expertise

About Us

We are 5CA! For the past 20 years, we've used our expertise to help our clients build their Customer Experience (CX) & Customer Support (CS) strategies. Primarily focused on the video games and consumer electronics industries, we provide omnichannel support using the latest technological innovations to deliver outstanding customer support. We’re headquartered in Utrecht, The Netherlands, with offices in Los Angeles and Hong Kong. With a large proportion of our workforce being remote and leveraging best-of-breed SaaS tools, we’re a highly flexible and dynamic company able to help our clients deliver a great customer experience. We all share a thirst for new and exciting technology and gaming as the binding factor.