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Team Lead, Support QA
Riyadh Customer Success – Technical Support / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
The Team Lead, Support Quality Assurance for live chat and calls is responsible for ensuring high-quality customer service by evaluating agent interactions with customers. This role focuses on monitoring, assessing, and enhancing the quality of support provided, thereby contributing to the overall customer experience . +
Monitoring Interactions: Regularly review live chat and call recordings to assess agent performance against established quality standards.
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Evaluating Performance: Provide detailed evaluations of agent interactions, focusing on communication skills, problem-solving abilities, and adherence to company policies.
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Providing Feedback: Deliver constructive feedback to agents to help them improve their performance, highlighting strengths and areas for development.
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Identifying Trends: Analyze data from evaluations to identify common issues or trends in customer interactions that may require additional training or process improvements.
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Training and Development: Collaborate with training teams to develop materials and sessions based on evaluation insights to enhance agent skills.
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Reporting: Generate reports on quality metrics and performance trends for management review, including actionable recommendations.
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Customer Experience Enhancement: Contribute to initiatives aimed at improving the overall customer experience by providing insights from evaluations.
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Compliance Assurance: Ensure that all interactions comply with legal and company policies, providing guidance on any compliance-related issues.
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Collaboration: Work closely with team leads and management to address performance issues and develop strategies for continuous improvement.
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Quality Assurance Processes: Participate in the development and refinement of quality assurance processes and standards.
Requirements and Qualifications
+ Bachelor’s degree in Computer Science, Information Technology, or a related field.
+ Minimum 2-3 years in a customer service role, preferably in a call center or live chat environment
+ Basic understanding of software QA methodologies, tools, and processes.
+ Familiarity with any programming or scripting languages (e.g., Java, Python, C#).
+ Strong analytical and problem-solving skills.
+ Proficient in using customer relationship management (CRM) software and quality assurance tools.
+ Strong communication and teamwork skills.
+ Comfortable with data analysis and reporting tools (e.g., Excel, reporting software)
+ Experience working in a team-oriented environment, fostering collaboration and knowledge sharing.
Compensation and Benefits
+ Competitive monthly salary.
+ Stock Option Plan.
+ 21 working days annual vacation.
+ Rewaa is a fast-growing company with great opportunities to develop.
