Job Summary:
The Quality Supervisor will be responsible for overseeing the voice and non voice quality teams that monitors the calls, conversations and social media. The successful candidate will ensure that our customers receive a high-quality experience by monitoring and assessing the performance of the CX team.
Responsibilities:
• Supervise the quality monitoring of calls and chats, and social media comments to ensure compliance with company standards
• Develop and implement quality assurance procedures, guidelines, and standards for the CX team
• Provide feedback and coaching to CX team members to improve their performance
• Conduct regular performance evaluations of team members and provide recommendations for improvement
• Collaborate with CX team leaders to identify areas for improvement and implement action plans to address them
• Track and analyze quality metrics to identify trends and opportunities for improvement
• Ensure that the CX team is meeting or exceeding customer satisfaction goals
• Manage the resolution of customer complaints related to CX team performance
• Stay up-to-date with emerging trends and technologies in the CX field.
