CX & QA Supervisor

We are seeking an experienced CX & QA Supervisor to oversee customer experience management by leading the customer service and quality assurance teams. The role is responsible for ensuring high-quality, consistent service delivery, achieving customer satisfaction targets, and continuously improving the customer experience.

Key Responsibilities:

• Directly supervise the customer service and quality assurance teams, assigning tasks and monitoring daily performance.
• Ensure compliance with approved customer service standards, policies, and quality benchmarks.
• Monitor and analyze customer experience metrics (CSAT, NPS, CES) and recommend improvement plans.
• Oversee quality assurance activities, including call and case reviews, to ensure compliance with standards.
• Handle escalated cases and ensure resolution within defined timeframes.
• Prepare periodic reports on customer experience and service quality performance for management.
• Coordinate with relevant departments to improve processes and address customer feedback.
• Train and coach team members to enhance their professional competence.
• Contribute to developing work procedures and customer service manuals.
• Ensure compliance with relevant regulations and instructions.
• Perform any other related duties assigned by direct management.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Relationship Management, or a related field.
• 4 to 6 years of experience in customer experience or customer service, preferably in a supervisory role.
• Good knowledge of CRM systems and customer experience measurement tools.
• Familiarity with quality assurance concepts and process improvement.
• Customer data analysis and decision-making skills.
• Strong communication and problem-solving skills.