Job Summary
We are seeking a dedicated Customer Service Quality Assurance Manager to support Access in maintaining a consistent and high level of customer satisfaction across our team. The main objective for this role is to ensure that our clients always have an excellent customer service experience with each team member they interact with everyday.
Responsibilities:
- Establish and refine internal standards for support and call center quality assurance.
- Developing and implementing quality assurance policies and procedures across company departments.
- Improving training processes by identifying needs and organizing training interventions to meet quality standards and follow internal processes.
- Interacting with clients and establishing feedback mechanisms to gather feedback and improve customer service experiences.
- Investigating and resolving customer complaints related to quality assurance.
- Creating and presenting quality reports to the management team.
- Implementing and reviewing customer suggestions, CSAT scores and NPS.
- Evaluating the effectiveness of quality assurance programs and offering recommendations for improvement.
- Evaluate support engagements against predetermined quality benchmarks.
- Co-creating reward and recognition program to highlight top customer service specialists
- Additional tasks may be assigned at any time by management.
Skills & Qualifications:
- 7+ years of experience as a Quality Assurance Manager or similar role in customer service required
- Proven track record of managing a team, improving customer service, and handling complex customer complaints is essential.
- High School Diploma required; Bachelor's degree preferred
- Excellent understanding of quality assurance principles and customer service procedures
- Proficient in MS Office
- Strong problem-solving skills to identify customer service issues and develop effective solutions that improve customer satisfaction.
- Ability to monitor and evaluate customer interactions and transactions, analyzing data and trends to measure the effectiveness of customer service strategies.
- Interpersonal skills to build and maintain positive relationships with team members, customers, and other stakeholders.
- Excellent communication skills, both written and verbal
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
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