Senior Quality Assurance Manager
7 days ago
At noon, we're on a mission to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs. To achieve this, we're seeking a highly skilled Senior Quality Assurance Manager to oversee and improve the overall quality of customer interactions in our Customer Support department.
The ideal candidate will have a deep understanding of quality assurance principles and practices, with a strong focus on monitoring, evaluating, and enhancing the performance of our support team. They will be responsible for implementing quality frameworks, auditing customer interactions, and leading coaching initiatives to ensure exceptional customer experiences. With a keen eye for detail and a passion for quality, our Senior Quality Assurance Manager will play a critical role in driving customer satisfaction and loyalty.
We're looking for a seasoned professional with a minimum of 3-5 years of experience in customer service or quality assurance, with at least 2 years in a supervisory or leadership role. Our ideal candidate will have a Bachelor's degree in Business, Customer Service, Management, or a related field, and be proficient in customer support software and quality management tools. They will also have a strong analytical mind, with excellent communication, coaching, and feedback delivery skills.
Role Responsibilities:
Quality Assurance Monitoring:
- Regularly review and audit customer interactions (calls, emails, chats, and tickets) to ensure compliance with customer service standards and company policies.
- Conduct regular reviews of support processes to identify improvement areas and implement changes to enhance quality.
Performance Management:
- Analyze performance metrics and trends related to customer satisfaction (CSAT), first contact resolution (FCR), response times, and issue resolution quality.
- Provide constructive feedback to support agents and supervisors based on quality assessments.
- Facilitate agent coaching and mentoring sessions to improve performance.
Process Improvement:
- Identify and implement best industry practices for improving service quality and customer experience.
- Collaborate with cross-functional teams (Training, Operations, Product) to address root causes of recurring issues and improve the overall customer journey.
Key Performance Indicators (KPIs):
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS) improvement.
- Accuracy and resolution rate in customer interactions.
- Quality score improvement across regions.
- Reduction in customer complaints or escalations due to poor quality.
Estimated Salary: $80,000 - $120,000 per annum, depending on location and experience.
If you're passionate about quality and customer satisfaction, and have a proven track record of delivering exceptional results, we'd love to hear from you Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.
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