Responsibilities:
Maintain and develop internal support and call center quality standards;
Review a subset of support agents’ conversations (calls, emails, chat, etc) on Klaus;
Assess support interactions based on internal standards;
Accompany evaluations with meaningful and constructive feedback;
Discuss and explain feedback with agents in regular meetings;
Analyze all customer service metrics (. CSAT, FRT, IQS) and how the support team’s performance affects those KPIs;
Create strategies to improve support KPIs;
Help agents improve their performance with specific instructions and constant support;
Map the need for training and onboarding programs and initiate these projects;
Monitor customer service performance on the agent and team level;
Create reports that reflect support performance;
Report support team’s performance to higher-ups;
Participate in calibration sessions to maintain consistency in internal evaluations;
Contribute to the team culture in a positive manner.
Requirements:
Experience in the customer service space;
Proven track record of analytical skills;
Hands-on experience in quality assurance;
Great people skills and ability to communicate (negative) feedback;
Good organizational skills, knowledgeable in goal-setting practices;
Examples of data visualization abilities and understanding of support metrics;
Perception of basic business metrics and how support impacts those;
Problem-solving capabilities to create meaningful strategies to improve support quality.