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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Monthly

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Customer Service & Quality Assurance Leader at Mano

Mano

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