What you will be doing:

• Responsible for the overall quality of the customer interactions
• Identify areas of service improvements and develop programs enhancing the overall quality of the customer’s experience when interacting with the CS agents
• Manage quality of CS agents’ interactions across different teams (inbound, outbound, Issue Resolution, Live chat, Social media, WhatsApp)
• Train staff to deliver a high standard of customer service
• Manage Customer Satisfaction performance (CSAT) and make agents reach the targets
• Facilitate training and development programs for newly hired and existing CS staffs
• Assess performance and identify coaching needs, then design training & development programs
• Design and lead feedback sessions based on evaluations and investigation findings
• Assess script compliance, agents’ knowledge and soft skills (e.g. greetings, diction, listening, etiquette, objection handling, efficiency, politeness, closing)
• Lead weekly calibration sessions based on audits & CSAT deepdives
• Monitor & improve the overall quality performance of all CS agents

What we are looking for:

• Proven experience as a CS Quality Analyst or Trainer in a fast-paced environment.
• Deep understanding of QA methodologies and coaching frameworks.
• Expertise in multi-channel support (Voice, Chat, Social Media, WhatsApp).
• Strong analytical skills to interpret CSAT, NPS, and internal quality scores.
• Excellent command of soft skills, diction, and professional etiquette.
• Ability to design engaging training materials and curriculum.
• Experience leading calibration sessions and providing constructive feedback.
• Proficiency in CRM tools and QA monitoring software.

Kindly make your application by 30th September 2026

Interview stages 

• HR meeting with the Talent Acquisition
• Technical meeting with hiring manager
• Final meeting with the functional manager