Feedback Supervisor

Job Description:
Hot N Spicy is hiring a Feedback Supervisor to oversee and manage customer feedback through call monitoring and reporting. This role focuses on evaluating recorded customer calls to ensure service quality, identifying recurring issues, and supporting performance improvement across branches. The supervisor will not be interacting with customers directly but will play a key role in analyzing voice feedback and guiding corrective actions.

Key Responsibilities:

• Listen to and evaluate recorded customer calls from various branches.
• Identify service gaps, complaints, or areas of improvement based on feedback.
• Maintain a detailed log of issues and suggestions received via calls.
• Coordinate with relevant departments or managers to ensure timely resolution of concerns.
• Generate weekly and monthly reports summarizing feedback trends and recommended improvements.
• Provide internal feedback to teams for training or service enhancement purposes.

Requirements:

• Matric or Intermediate qualification required (higher education is a plus).
• Experience in call monitoring, customer service, or quality control is preferred.
• Strong listening and analytical skills.
• Proficiency in MS Excel and basic computer operations.
• Ability to work independently and handle sensitive information professionally.

Job Type: Full-time

Work Location: In person