Customer Service Quality Supervisor

Customer Service Quality Supervisor

Job Description:

To oversee and ensure the quality of customer interactions across all social media platforms by monitoring performance, providing constructive feedback, and implementing continuous improvement initiatives to enhance customer satisfaction and protect brand reputation.

Key Responsibilities:

Quality Monitoring & Evaluation

• Review and evaluate customer interactions on platforms such as X, Instagram, WhatsApp, and other digital channels.

• Ensure responses align with the brand’s tone of voice, guidelines, and service standards.

Performance Analysis & Reporting

• Prepare weekly and monthly quality reports, including KPIs, trends, and areas for improvement.

• Identify recurring issues and propose actionable solutions.

Training & Development

• Provide individual feedback sessions to address performance gaps.

• Conduct training workshops to improve writing skills, response accuracy, and tone.

Process & Content Improvement

• Review and update response templates to ensure clarity, accuracy, and a positive customer experience.

• Recommend workflow enhancements for greater efficiency and faster resolution times.

Compliance & Policy Adherence

• Ensure all communications comply with company policies, data privacy regulations, and social media best practices.

• Monitor adherence to service level agreements (SLAs).

Innovation & Department Development

• Ability to innovate and implement new methods that improve the efficiency of the Customer Service Quality Department and enhance overall performance.

Qualifications & Skills:

• Bachelor’s degree in business administration, Communication, or a related field.

• 3+ years of experience in customer service, preferably in social media support.

• Strong knowledge of quality assurance methodologies and KPIs.

• Excellent written communication skills in both English and Arabic.

• Ability to analyze data and produce actionable insights.

• Strong leadership, coaching, and interpersonal skills.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Has worked previously in E-commerce sector or a related field.