Key Responsibilities
Supervisor (Team Leader):

• Coordinate daily operations for Phone & Chat channels (website, social media, app)
• Monitor team performance and KPIs, ensuring targets are achieved
• Handle escalations and support critical issue resolution
• Perform Root Cause Analysis (RCA) and provide actionable insights
• Ensure productivity and operational efficiency
• Provide coaching, feedback, and ongoing support to team members
• Manage shift activities and resource allocation
• Prepare and deliver performance reports

Quality Analyst & Trainer:

• Evaluate customer interactions (calls and chats) based on quality standards
• Deliver training sessions for new hires and existing employees
• Provide structured feedback and coaching
• Develop and maintain training materials and case studies
• Monitor QA KPIs and identify areas for improvement
• Support continuous learning and development initiatives
• Collaborate with Team Leaders on performance improvement plans
• Ensure compliance with internal quality standards and procedures