Customer Service & Quality Assurance Leader at MANO Africa

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

Benefits

• Competitive pay
• Paid time off
• Health Insurance
• Great work ambiance
• Amazing colleagues
• TGIF moments
• Multicultural environment
• Employee Recognition & Rewards