Customer Service Quality Assurance Manager at Apex Network Limited

About the job

We are currently recruiting for Customer Service Quality Assurance Managers, this position is for top customer service professionals, who have proven result of top-notch customer experience. the person we hope to get is not just a customer experience practitioner, rather one with keen understanding of standard service delivery.

• Maintain and develop internal customer service quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the team performance affects those KPIs.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Map the need for training and onboarding programs and initiate these projects.
• Create reports that reflect agent performance.

Requirements

• Hands-on experience in customer service and quality assurance.
• Great communication skills and ability to provide constructive feedback.
• Good organizational skills and knowledge of goal-setting practices.
• Perception of basic business metrics and how support impacts those.
• Problem-solving capabilities to create meaningful strategies to improve support quality.