Role overview
QA Team Leader
Quality Assurance - United Arab Emirates, AE - Full time - 829 InstaShop, headquartered in Dubai, is the leading online marketplace for supermarkets, pharmacies, pet shops & other businesses in the Middle East. With a young & motivated team & an office resembling the ones of startups in San Francisco, InstaShop is the right company for individuals passionate about adding value within a fast-growing technology company.
The QA Team Leader will oversee, guide and lead a number of customer service team members within the department to ensure compliance with our customer service standard and procedures. This is a vital role in providing clients and users the support they need and are ensure they are treated with the best service and experience in their order journey.
Primary responsibilities
Supervising and managing a team of customer service representatives. Monitoring and evaluating the performance of team members to ensure they meet quality standards. Managing customer complaints and ensuring they are resolved in a timely and satisfactory manner. Ensuring that the team adheres to company policies and procedures, including those related to customer service. Motivating and inspiring team members to achieve their goals and targets. Handling escalated customer issues and ensuring they are resolved to the customer’s satisfaction. Handling escalated customer issues that cannot be resolved by front-line customer service representatives.
Requirements
Minimum of 2 years of experience within customer service Good coaching and leadership skills with ability to motivate a team Strong i nterpersonal and customer service skills Flexible schedule and open to work on a rotational shift basis, including weekends * Strong communication skills in English, both verbal and written
