Freelance

  Create and update standards for customer support quality.

  Review customer interactions to assess quality done through different channels (call/email/chat).

  Compare these interactions against set quality standards.

  Provide helpful feedback to support agents in regular meetings.

  Discuss feedback with agents to make sure it's clear and understood.

  Analyze customer service data (like customer satisfaction scores) to see how the team is performing.

  Develop strategies to improve customer support.

  Help improve agent performance through guidance and support.

  Track customer service performance at both the individual and team levels.

  Create detailed reports on how well the support team is doing.

  Share performance results with upper management.

Experience in customer service roles.

Good analytical skills.

Experience with quality assurance processes.

Strong communication skills, especially in giving feedback.

Ability to interpret data and understand customer service metrics.

Understanding of basic business metrics and how they relate to support.

Willing to work remotely and on different time zones.

Should have appropriate Laptop, Internet & Power Backup system