Job Summary
The Contact Centre & SQA Manager is responsible for overseeing the daily operations of the Contact Centre while ensuring consistent service quality across all customer touchpoints. The role focuses on driving customer satisfaction, managing service standards, monitoring team performance, and implementing quality assurance initiatives that enhance the overall customer experience.
Key Responsibilities
Manage the day-to-day operations of the Contact Centre to ensure timely and effective customer support.
Lead, coach, and develop Contact Centre personnel to achieve service and performance objectives.
Design, implement, and monitor quality assurance processes to ensure compliance with service standards.
Review customer interactions across phone, email, social media, and other channels to evaluate service quality and identify improvement opportunities.
Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and service quality scores.
Analyze customer feedback, complaints, and trends to recommend and implement service improvements.
Collaborate with Operations, Technology, and other departments to resolve customer issues and improve service delivery.
Conduct regular quality audits, calibration sessions, and performance reviews.
Develop and maintain service quality guidelines, procedures, and training materials.
Prepare periodic reports on Contact Centre performance, customer experience metrics, and quality assurance outcomes.
Requirements
Bachelor\’s Degree in Business Administration, Customer Service Management, Mass Communication, Marketing, or a related field.
Minimum of 5–7 years\’ experience in Customer Service, Contact Centre Operations, Service Quality Assurance, or Customer Experience Management, with at least 2 years in a supervisory or managerial role.
Experience within the logistics, courier, e-commerce, or service industry is an added advantage.
Strong understanding of Contact Centre operations and customer experience management.
Excellent leadership, communication, coaching, and stakeholder management skills.
Strong analytical and problem-solving abilities.
Proficiency in CRM systems, customer service tools, and Microsoft Office Suite.
Key Competencies
Contact Centre Management
Service Quality Assurance
Customer Experience Management
Team Leadership and Coaching
Performance Management
Complaint Resolution
Data Analysis and Reporting
Process Improvement
Qualifications
BA/BSc/HND
Experience Required
5 - 7 years
