About You

You will be reporting directly to the Team Leader, Quality Assurance, and will be driving the call quality improvement in the Customer Service department.

Your Day to Day

Maintain and develop internal support and call centre quality standards.Review a subset of support agents’ conversations (calls, emails, chat, etc)Assess support interactions based on internal standards.Accompany evaluations with meaningful and constructive feedback.Discuss and explain feedback with Team Leads in regular meetings.Analyze all customer service metrics (e.g., QA scorecard, CSAT,NPS) and how the support team’s performance affects those KPIs.Create strategies to improve support KPIs.Help agents improve their performance with specific instructions and constant support.Map the need for training and onboarding programs and initiate these projects.Monitor customer service performance on the agent and team level.Create reports that reflect support performance.Report support team’s performance to higher-ups.Participate in calibration sessions to maintain consistency in internal evaluations.Contribute to the team culture in a positive manner.

Your Know How

Experience in the customer service space.Proven track record of analytical skills.Hands-on experience in quality assurance.Great interpersonal skills and ability to communicate (negative) feedback.Good organizational skills, knowledgeable in goal setting practices.Good communication and writing skills.Examples of data visualization abilities and understanding of support metrics.Perception of basic business metrics and how support impacts those.Problem-solving capabilities to create meaningful strategies to improve support quality.