• Maintain and develop internal support and call center quality assurance standards;

• Review a subset of support agents’ conversations (calls, emails, chat, etc) on Kapture/Ameyo;

• Assess support interactions based on established quality standards;

• Accompany evaluations with meaningful and constructive feedback;

• Discuss and explain feedback with agents in regular meetings;

• Analyze all customer service metrics (e.g. CSAT, FRS, Quality) and how the support team/call center performance affects those KPIs;

• Create strategies to improve support KPIs;

• Help the team improve agent performance with specific instructions and constant support;

• Map the need for training and onboarding programs and initiate these projects;

• Monitor customer service performance on the agent and team level;

• Create reports that reflect support performance;

• Report support team’s performance to higher-ups;

• Participate in calibration sessions to maintain consistency in internal evaluations;

• Contribute to the team culture in a positive manner