Executive, Quality Assurance

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 p...