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Job Post Details

Customer Support Quality Assurance Manager - job post

Brainrocket
Panamá, Provincia de Panamá

Información del empleo

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Tipo de empleo

  • Jornada completa

Ubicación

Panamá, Provincia de Panamá

Descripción completa del empleo

Lacias is an actively growing international company based in Panama. We provide comprehensive solutions for market research and business support. With a commitment to help businesses thrive in today s rapidly evolving market, Lacias offers a broad spectrum of services tailored to meet any specific business needs.


Due to the growing demand within our operational activity, we are currently looking for a Customer Support Quality Assurance Manager to join, on a full-time basis, our Panama Team. This role will monitor and provide actionable insights to the customer support team.


Responsibilities

  • Oversee a team of up to 15 customer support representatives.
  • Review and evaluate chats and emails according to the company standards.
  • Deliver feedback and provide coaching to the customer support team in order for the team deliver an excellent customer experience.
  • Conduct regular audits of Live Chat customer interactions and provide effective feedback to the customer support agents to improve their performance
  • Conduct 1 on 1 sessions with the customer support team members.
  • Develop and implement tracking and reporting methods with the intention of monitoring and analyzing key performance metrics for the department such as working time, quality and productivity of the agents
  • Prepare weekly and monthly working schedules for the customer support team.

Qualifications


  • Excellent written and verbal knowledge of English
  • Customer Support experience in QA
  • Ability to work and cooperate in a fast-paced environment
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