Customer Service & Quality Assurance Leader at MANO Africa

Description

The Customer Service & Quality Assurance (QA) Lead will serve as a leader helping to ensure that our Customer Service team is providing timely and accurate responses to customer enquiries, queries, and escalations as well as instilling best practices for customer interactions, order management, and customer communications. 

You will have a strong desire to innovate customer service & QA processes and exceed expectations both as a Leader and a Customer Service Advocate in a dynamic, fast-paced environment.

Job duties:

Customer Service Leadership:

• Lead and manage the customer service team, ensuring the delivery of excellent support and resolution to customers.
• Develop and implement strategies to improve customer satisfaction and retention.
• Establish customer service protocols and ensure compliance with company standards.
• Act as the point of escalation for complex customer issues, driving timely and effective resolution.

Data Analysis & Reporting:

• Monitor and analyze customer service KPIs (CSATs, NPS) and QA metrics to identify trends, insights, and areas for improvement.
• Prepare and present regular reports on customer service performance, QA findings, and team achievements to senior management.
• Utilize customer feedback and data to drive improvements in service quality and operational efficiency.

Quality Assurance:

• Design and execute QA programs that monitor and assess customer interactions across various channels (calls, emails, chats).
• Develop and maintain QA guidelines, including call scripts, communication standards, and performance metrics.
• Monitor & conduct regular audits of customer service interactions to identify areas of improvement and ensure quality standards are met.
• Collaborate with other departments to address and resolve quality issues in a timely manner.
• Ensure compliance with company guidelines particularly related to the quality of service.

Team Development & Training:

• Recruit, train, and mentor a high-performing customer service and QA team.
• Develop and conduct frequent training programs to enhance team skills, ensuring consistency in customer service delivery.
• Develop training materials reflecting support best practices and other methods for quality and customer support processes.
• Foster a positive and collaborative team culture, promoting continuous improvement and professional growth.

Process Optimization:

• Identify opportunities to streamline customer service processes and enhance overall efficiency.
• Implement tools and technologies that improve customer service delivery and quality monitoring.
• Ensure compliance with regulatory requirements and company policies related to customer service and QA

Requirements

• Bachelor’s Degree in a relevant course
• 8+ years of experience working in Customer Support, Service Delivery, Quality, or a related role
• 4+ years of experience in management and supervision
• Experience with support specific to retail, e-commerce, and/or telecoms
• Experience designing training materials and facilitating trainings
• Familiarity with Zendesk, Freshwork or similar CRM tool
• Advanced writing and editing skills, especially regarding documentation and training content
• Ability to interface with all levels of employees
• Leadership by influence
• Excellent communication skills
• Results oriented
• MS Office proficiency