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.