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Artificial Intelligence • Machine Learning • Natural Language Processing • Software • Conversational AI
The role involves leading technical evaluations, creating POCs, advising on architecture, and collaborating with sales and support for customer success in the EMEA region.
Top Skills:
APIsDockerJavaScriptKubernetesPythonRustTypescript
Artificial Intelligence • Machine Learning • Natural Language Processing • Software • Conversational AI
The Solutions Architect will lead architecture and implementation of enterprise deployments for Deepgram's voice AI solutions, ensuring technical success in post-sales engagements and collaborating with multiple teams to improve customer outcomes.
Top Skills:
DockerHelmJavaScriptKubernetesPythonRust
Artificial Intelligence • Machine Learning • Natural Language Processing • Software • Conversational AI
Lead complex post-sales engagements as Solutions Architect, focusing on architecture, implementation, and technical support for enterprise customers in APAC. Collaborate closely with various teams to optimize integrations and deliver high customer satisfaction.
Top Skills:
DockerHelmJavaScriptKubernetesPythonTypescript
ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.
In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.
At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.
Job description
We are seeking an experienced Head of Quality Control to lead and oversee our quality assurance processes. As a broker, we partner with leading courier services like DHL, FedEx, UPS, and others, to offer our customers the best possible delivery options. Your role will involve managing the quality of our after-sales support, ensuring timely and effective issue resolution by phone, chat and email, training customer service teams, and monitoring performance to maintain high standards of service. You will ensure that customer enquiries related to tracking, delivery delays, and other post-sale issues are handled with professionalism and efficiency.
Your responsibilities
- Quality Standards: Develop, implement, and maintain quality standards for customer service interactions (calls, emails, chats).
- Monitoring and Auditing: Conduct regular audits of customer service interactions to ensure compliance with set standards and identify areas for improvement.
- Training and Development: Design and deliver training programs to improve the quality of service and ensure customer service agents understand policies, procedures, and performance expectations.
- Process Improvement: Identify inefficiencies or quality issues in service delivery and collaborate with the Customer Service Manager to implement process improvements.
- Compliance Management: Ensure the customer service department adheres to legal and regulatory requirements (e.g., data protection, GDPR).
- Reporting: Provide regular reports on quality metrics, including agent performance, compliance rates, and customer satisfaction related to service quality.
- Root Cause Analysis: Investigate recurring service issues and work with relevant teams to resolve underlying problems.
- Collaboration: Work closely with the Customer Service and Customer Experience teams.
Key Skills & Competencies:
- Education: Bachelor’s degree in business administration, operations management, quality assurance, or a related field.
- Experience: Minimum of 3-5 years of experience in a quality control management role, preferably in a parcel delivery setting.
- Certifications: Quality management certifications (e.g., Six Sigma, Lean) are a plus.
- Technical Skills: Proficiency in customer service software (e.g., Zendesk, Salesforce) and experience with parcel tracking systems.
- Attention to Detail: Meticulous in monitoring service performance and ensuring accuracy in problem resolution and customer follow-up.
- Leadership: Strong leadership skills with the ability to inspire and develop a team of customer service agents and quality monitors.
- Customer-Centric Approach: A deep understanding of customer service best practices, with a focus on delivering an outstanding after-sales experience.
- Communication Skills: Excellent verbal and written communication skills and fluent English.
What We Offer
- A collaborative and dynamic work environment.
- Opportunities for career growth within a fast-growing company.
- Competitive salary with performance-related bonuses.
- 20 days holiday per year (plus bank holidays)
- A paid day off on your birthday
Additional details
- 8:30am to 5pm Mon-Fri (GMT).
- You work as a contractor and are responsible for your own tax.
- You need a min 20 MB broadband line, and your own PC/Laptop and headset.
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
