QA Supervisor for Customer Service Department

Responsibilities: 

Supervise a dedicated team of QA Associates and ensures their calibration; coaching, development and productivity.

Liaise with Operations team to ensure all Quality Coaches deliver a high standard of feedback and support, within a timely manner.

Driving staff on quality performances to ensure we hit individual and departmental KPIs

Drive the communications between branding teams, and actively give and seek feedback to improve the business

Ensure scoring is done accurately for all contact center agents

Identify competency gaps via Chat/Email/Call Quality Monitoring

Identify quality and improvement progress for agents

Providing mentoring/feedback/coaching to QA team.

Collate Email/Call/Chat monitoring results, analyse and recommend opportunities for continuous improvement, on a monthly basis.

Ensure coaching sessions with individual staff on their gaps and advise ways of improvement

To convey issues pertaining to quality, concern and positive reinforcement to Operations team.

Assisting in conducting interview, performing behavioral test and listening skill test. (If needed)

Develop a clear line of communications between Customer Support Management, Training and QA

Recommend changes to QA scoring that reflect the reality of service levels compared to Marketing perception of CS and the competition

 

Job Requirements:

Must have good communication skills in both native language and English, and have an ability to coach, motivate and drive performance.

Display excellent problem solving and people skills.

Must be independent, self-motivated, show initiative and a strong. sense of ownership/responsibility.

Supportive of company goals and objectives, deliver departmental and team results, and key objectives.

Display willingness to learn/fast learner

At least one year relevant working experience

Willing to do shift work including night shifts, weekends and holidays.

Willing to work in Armenia

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