Quality Manager – Customer Experience Team

Luminor Group

. Ensure exceptional customer service by evaluating customer interactions across multiple channels .

Posted 9/17/2026full-timeVilnius • LithuaniaMid-LevelSenior💰 €3,510 - €4,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in service quality management and quality assurance within customer service environments, with a strong focus on data analysis, training development, and coaching. Proficient in utilizing AI-driven solutions and advanced tools to enhance quality assessments and customer satisfaction.

Highest-signal resume keywords

Service Quality ManagementQuality AssuranceData AnalysisTraining DevelopmentCoaching and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance Metrics AssessmentQuality EvaluationCustomer Interaction AnalyticsTraining Program DevelopmentCall Center OperationsAI-Driven SolutionsSpeech AnalyticsMicrosoft ExcelAttention to Detail

Soft Skills

Active ListeningAnalytical SkillsProblem-SolvingCommunication SkillsOrganizational Skills

Tools & Technologies

Amazon ConnectContact LensConversation Intelligence ToolsQuality Monitoring Initiatives

Industry Keywords

Customer Service PrinciplesSales EnvironmentQuality Assurance ProgramCustomer SatisfactionEvaluation Process

About the role

Key responsibilities & impact

Ensure exceptional customer service by evaluating customer interactions across multiple channels
Refine and enhance the quality assurance program
Identify improvements to evaluation forms and the evaluation process
Collect and analyze conversation quality, customer satisfaction, and performance data
Identify trends and improvement opportunities
Create training materials, presentations, and development resources
Provide constructive feedback and coaching to managers and team leads based on call evaluations
Explore and develop AI-driven solutions to optimize quality assessments
Collaborate with cross-functional teams, managers, and training professionals to align quality standards and procedures

Requirements

What you’ll need

Proven prior experience in service quality management, quality assurance, or a related leadership role within a customer service/sales environment
Knowledge of banking products/services is an advantage
Strong understanding of customer service principles, call center operations, and sales
Coaching and mentoring skills
Excellent active listening, analytical, and problem-solving skills
Ability to assess performance metrics and analyze data to drive insights and recommendations
Prior experience developing and delivering training programs
Proficiency in Microsoft Excel, including advanced functions and data analysis tools
Strong attention to detail and excellent organizational and time-management skills
Good communication, negotiation, and presentation skills
Fluent English and the local language in spoken and written communication
Knowledge of AI-driven quality evaluation solutions, speech analytics, and conversation intelligence tools is an additional advantage
Experience with Amazon Connect and Contact Lens is an additional advantage
Experience implementing or supporting automated quality monitoring initiatives is an additional advantage
Understanding of customer interaction analytics and data-driven quality management practices is an additional advantage
Candidate primarily already located within the Baltics
CV in English and PDF format

Benefits

Comp & perks

Flexible working hours
Remote work and possibility to work from anywhere in the EU, Iceland, Switzerland and the UK for up to 90 days per year
Additional weeks of vacation after 1 year with the company
Additional paid volunteer days
30 fully paid calendar days for military training every year
Health insurance after the first 3 months in all three Baltic states
Health days during sickness without a doctor's note
Wellbeing tools and resources
Internal and external training programs, workshops, conferences, and online training
Special offers and pricing for Luminor products and services