Quality Assurance Manager
Current● Maintain and develop internal support and call center 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 agents in regular meetings;● Analyze all customer service metrics (e.g., CSAT, FRT,) and how the support team’sperformance affects those KPIs;● Create… Show more ● Maintain and develop internal support and call center 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 agents in regular meetings;● Analyze all customer service metrics (e.g., CSAT, FRT,) and how the support team’sperformance affects those KPIs;● Create strategies to improve support KPIs; e.g., fast resolution of tickets● Help agents improve their performance with specific instructions and constant support;● Map the need for training and onboarding programs and initiate these projects;● Providing coaching and developing plans for learning and skills development● Monitor customer service performance on the agent and team level;● Create reports that reflect team performance on customer experience;● 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.● Correlating QA scores with customer feedback/surveys Show less
