We are currently recruiting for Customer Service Quality Assurance Managers, this position is for top customer service professionals, who have proven result of top-notch customer experience. the person we hope to get is not just a customer experience practitioner, rather one with keen understanding of standard service delivery.
- Maintain and develop internal customer service quality standards.
- Assess support interactions (calls, email, chat messages) based on established quality standards.
- Accompany evaluations with meaningful and constructive feedback.
- Discuss and explain feedback with agents in regular meetings.
- Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
- Participate in calibration sessions to maintain consistency in internal evaluations.
- Map the need for training and onboarding programs and initiate these projects.
- Create reports that reflect agent performance.
Requirements
- Hands-on experience in customer service and quality assurance.
- Great communication skills and ability to provide constructive feedback.
- Good organizational skills and knowledge of goal-setting practices.
- Perception of basic business metrics and how support impacts those.
- Problem-solving capabilities to create meaningful strategies to improve support quality.
