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Quality Assurance Manager

4 months ago

Mumbai, India Eduvanz Full time

As a Customer Service Quality Assurance Manager, your goal will be to maintain a high and consistent level of support quality across the team. It will be your responsibility that regardless of the agent approached or the support channel used, customers always get excellent services.

Responsibilities:

  • Establish and refine internal standards for support and call center quality assurance.
  • Review a selection of support agents’ interactions across various channels (calls, emails, chats, etc.).
  • Evaluate support engagements against predetermined quality benchmarks.
  • Provide agents with constructive feedback and guidance during regular meetings.
  • Engage in dialogue with agents to elaborate on and clarify feedback.
  • Analyze customer service metrics (e.g., CSAT, FRT, IQS) and their correlation with support team performance.
  • Devise strategies to enhance support KPIs.
  • Assist in enhancing agent performance through targeted guidance and ongoing support.
  • Identify training and onboarding needs and spearhead relevant initiatives.
  • Monitor customer service performance at both individual agent and team levels.
  • Generate comprehensive reports reflecting support performance.
  • Communicate support team performance findings to upper management.
  • Participate in calibration sessions to ensure consistency in internal evaluations.
  • Foster a positive team culture.

Requirements:

  • Prior experience in customer service roles.
  • Demonstrated proficiency in analytical abilities.
  • Practical experience in quality assurance procedures.
  • Strong interpersonal skills, including adeptness in delivering constructive feedback.
  • Effective organizational skills and familiarity with goal-setting methodologies.
  • Evidence of skill in data visualization and understanding of support metrics.
  • Understanding of fundamental business metrics and their relationship with support operations.
  • Problem-solving acumen to devise impactful strategies for enhancing support quality.