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![]() ![]() ![]() Read on below to find out the different nuances of this role and which options would best suit your company!Ĭustomer service quality is a topic that’s becoming more and more relevant for all businesses these days. How do you envision the impact your work can have at our company?.Share a story of your QA findings that were not relevant in the end.Tell me about a situation where your QA-related findings had an impact on your support quality or business results.Give me some examples of quantitative and qualitative QA measures.Problem-solving capabilities to create meaningful strategies to improve support quality.Perception of basic business metrics and how support impacts those.Examples of data visualization abilities and understanding of support metrics.Good organizational skills, knowledgeable of goal-setting practices.Great people skills and ability to communicate (negative) feedback.Hands-on experience in quality assurance.Proven track record of analytical skills.Experience in the customer service space.Contribute to the team culture in a positive manner.Participate in calibration sessions to maintain consistency in internal evaluations.Report support team’s performance to higher-ups.Create reports that reflect support performance.Monitor customer service performance on the agent and team level.Map the need for training and onboarding programs and initiate these projects.Help agents improve their performance with specific instructions and constant support.Create strategies to improve support KPIs.CSAT, FRT, IQS) and how the support team’s performance affects those KPIs Analyze all customer service metrics (e.g.Discuss and explain feedback with agents in regular meetings.Accompany evaluations with meaningful and constructive feedback.Assess support interactions based on internal standards.Review a subset of support agents’ conversations (calls, emails, chat, etc) on Klaus.Maintain and develop internal support and call center quality standards.It is your responsibility that, regardless of the agent approached or the support channel used, customers always get similarly excellent treatment. Job brief: As a Customer Service Quality Assurance Manager your goal is to maintain a high and consistent level of support quality across the team. ![]()
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