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Global Support Quality Manager

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3Shape

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Location:
Ukraine , Kyiv

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Category:
Quality Control

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Global Support Quality Manager plays a critical role in ensuring consistent, high‑quality customer support across regions, channels, and teams. This role focuses on evaluating the quality of customer interactions and support case documentation, identifying improvement opportunities, and driving standards that elevate the overall customer experience. A key part of the role is ensuring that support case logging meets the requirements of the broader Product Quality Program, enabling faster and more accurate investigation of product‑related issues. The Global Support Quality Manager partners closely with Regional QA Specialists and Support Trainers to ensure quality and compliance standards are consistently applied and reflected in learning and enablement content.

Job Responsibility:

  • Design and implement a global QA framework in close collaboration with regions, including policies, scorecards, calibration processes, and evaluation guidelines
  • Define clear quality standards for customer interactions across channels in collaboration with regional teams
  • Build alignment with regional leads and team managers to ensure local adoption of global standards
  • Set up systems for collecting QA data, insights, & trends to identify coaching or process opportunities
  • Align QA process with Product Quality Program & Defect management process to ensure support case logging adheres to established quality standards
  • Coordinate regular quality assessments of customer interactions across all channels (phone, email, chat, etc.)
  • Ensure consistency and fairness in evaluations through ongoing calibration and coaching sessions with regional QA specialists, team leaders and managers
  • Serve as the global QA advisor, ensuring alignment across regions while preserving local nuances where appropriate
  • Create, update, and manage quality guidelines, documentation, and evaluation frameworks
  • Analyze QA data to identify trends, recurring issues, root causes, and patterns that impact customer satisfaction or operational efficiency
  • Translate insights into actionable recommendations for support operations, training teams, and process owners
  • Develop and maintain dashboards, reports, and presentations to communicate quality insights to stakeholders
  • Track the impact and effectiveness of quality initiatives, reporting improvements and opportunities for further action
  • Contribute to readiness reviews, pilots, and launch assessments to evaluate quality risks and requirements ahead of new product or process deployments

Requirements:

  • 3+ years of experience in customer support quality, ideally in a multi-country or global context
  • Proven experience in building or implementing QA frameworks across support teams
  • Strong understanding of customer service excellence, contact center KPIs, and support operations
  • Confidence collaborating with global and regional stakeholders, with the ability to challenge the status quo constructively
  • Knowledge of customer support processes, workflows, and escalation handling
  • Analytical mindset with the ability to translate data into insights and actions
  • Fluent in English
  • other languages are a plus
What we offer:
  • Meaningful work that helps to change the future of dentistry
  • Work in a unique professional, friendly and supportive environment
  • Constant professional growth and development
  • A healthy work-life balance
  • Comprehensive benefits incl. 24 working days of annual vacation
  • medical insurance
  • paid sick leaves and child sick leaves
  • maternity and paternity leaves etc
  • Breakfasts and lunches in the office
  • Good working conditions in a comfortable office in UNIT.City
  • A parking lot with free spaces for employees
  • Occasional business trips to Western Europe
  • Opportunity to become a part of the success that 3Shape has created over the past 25 years

Additional Information:

Job Posted:
February 23, 2026

Work Type:
Hybrid work
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