Customer Service & Quality Assurance Leader

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