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Customer Support Quality Assurance Manager
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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.
Role in a nutshell:
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
Why Lacias?
- Learning and development opportunities and interesting, challenging tasks
- Competitive compensation package with a rewarding bonus program
- Opportunity to develop language skills
- Experience working in a vibrant, international organization
- Special gifts to celebrate your birthday
- Opportunities for career development and professional advancement
- Spacious, sunlit office space with a PlayZone
- Gifts to celebrate weddings and the arrival of newborns
- Complimentary office perks including, fruits, and snacks