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.