Customer Service & Quality Assurance Leader
Mano
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Job Description
Customer Service & Quality Assurance Leader at Mano
As the Customer Service & QA Lead, you will play a key role in ensuring that our Customer Service team consistently delivers timely, accurate, and high-quality responses to customer inquiries and escalations. You will also be responsible for developing and implementing best practices to enhance customer interactions, order management, and overall communication. In this fast-paced and dynamic environment, your ability to lead and innovate customer service processes will be crucial to exceeding expectations both as a leader and a customer advocate.
Key Responsibilities:
Customer Service Leadership:
- Lead and manage the customer service team, ensuring exceptional support and resolution for customers.
- Develop strategies to improve customer satisfaction and retention.
- Establish and enforce customer service protocols aligned with company standards.
- Serve as the point of escalation for complex customer issues, ensuring quick and effective resolution.
Data Analysis & Reporting:
- Monitor and analyze key customer service KPIs (CSATs, NPS) and QA metrics.
- Prepare and present regular reports on customer service performance, QA findings, and team achievements.
- Use customer feedback and data to drive improvements in service quality and operational efficiency.
Quality Assurance:
- Design and implement QA programs to monitor customer interactions across all channels (calls, emails, chats).
- Maintain and update QA guidelines, including call scripts and communication standards.
- Conduct regular audits of customer service interactions to ensure adherence to quality standards.
- Collaborate with internal teams to address and resolve quality issues.
Team Development & Training:
- Recruit, train, and mentor a high-performing customer service and QA team.
- Develop training programs and materials to enhance team skills and maintain consistency in service delivery.
- Foster a collaborative and positive team culture, encouraging continuous improvement and growth.
Process Optimization:
- Identify areas for streamlining customer service processes to improve efficiency.
- Implement tools and technologies to enhance customer service delivery and quality monitoring.
- Ensure compliance with company policies and regulatory requirements related to customer service and QA.
Qualifications & Requirements:
- Bachelor’s Degree in a relevant field.
- 8+ years of experience in Customer Support, Service Delivery, Quality, or a related role.
- 4+ years of management and supervisory experience.
- Experience in retail, e-commerce, or telecom support environments.
- Proven experience in designing training materials and facilitating training sessions.
- Familiarity with CRM tools such as Zendesk, Freshworks, or similar platforms.
- Strong writing and editing skills, especially for documentation and training content.
- Ability to work effectively with employees at all levels.
- Leadership by influence, with excellent communication skills.
- Results-oriented mindset.
- Proficiency in Microsoft Office.
Benefits:
- Competitive salary
- Paid time off
- Health Insurance
- Great work environment with amazing colleagues
- TGIF moments
- Multicultural workplace
See Also: Customer Service Analyst at Flour Mills of Nigeria Plc
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Date Posted
October 16, 2024
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