Customer Support Quality Assurance Manager - office-based

Sofia Stars is growing tremendously, and we continue to conquer new countries!

Role in a nutshell:

Now we are looking for a Customer Support Quality Assurance Manager to monitor and provide actionable insights to the agents. Through monitoring, they will gather information to improve agent performance and use evaluation forms to capture insights from these interactions.

Responsibilities:

Overseeing a team of up to 15 customer support agents;
Reviewing and evaluating chats and emails according to the company standards;
Identifying areas of improvement for the customers support agents and providing coaching and recommendations to them to improve the experience of the customers;
Conducting regular audits of Live Chat customer interactions and providing effective feedback to the customer support agents to improve their performance;
Holding regular 1 to 1s with their agents;
Develop and implement tracking and reporting methods to track and analyse key performance metrics for the department such as working time, quality and productivity of the agents;
Preparing weekly and monthly working schedules for the customer support agents.

Qualifications:

Excellent written and verbal knowledge of English;
German, Italian, Spanish, Greek, French, Arabic, Swedish, Norwegian, Danish, Hungarian, Polish, Romanian or Czech is considered an advantage;
Customer Support experience in QA;
Ability to work and cooperate in a fast-paced environment with a lot of daily updates;
Office-based is a must.

Why Sofia Stars?

Up to 50% monthly bonuses;
Monthly food vouchers;
Official employment and full medical insurance, including in-patient/out-patient care, maternity, dental, and annual health check-ups;
Up to 25 paid leave days;
Six additional days of undocumented sick leaves;
Birthday gift cards;
Sportscard (Multisport);
Wedding and newborn gifts;
Breakfast, Friday lunches, fruits, and snacks in the office;
Team-building events and activities;
Career growth opportunities;
Sunny, spacious office.

Apply Now

Our recruitment team will check your CV and Portfolio
in a few days. Sometimes it takes more time, so please be patient; we will contact you as soon as possible.

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