Service Quality Supervisor

The Service Quality Supervisor is responsible for ensuring exceptional service delivery by implementing, monitoring, and continuously improving quality standards and processes.

This role involves analyzing customer feedback, identifying areas for improvement, and collaborating with teams to drive service excellence. The Service Quality Supervisor plays a pivotal role in upholding the company’s commitment to customer satisfaction and operational efficiency.

Key Responsibilities:

Quality Assurance and Standards:

• Implement, and maintain service quality standards, policies, and procedures.
• Conduct regular audits and evaluations to ensure adherence to service delivery standards.
• Monitor performance metrics and ensure compliance with industry regulations and company policies.

Customer Experience Enhancement:

• Analyze customer feedback, surveys, and complaints to identify trends and improvement opportunities.
• Collaborate with customer service, operations, and other teams to resolve issues and enhance service quality.
• Implement customer-centric strategies to drive satisfaction and loyalty.

Team Training and Development:

• Deliver training programs to ensure teams understand and adhere to quality standards.
• Provide coaching and guidance to employees to improve service delivery and customer interactions.
• Monitor and evaluate the effectiveness of training initiatives and recommend adjustments as needed.

Process Improvement:

• Conduct root cause analysis on service deficiencies and develop corrective action plans.
• Identify and recommend process improvements to enhance efficiency and service quality.
• Lead or participate in cross-functional projects aimed at improving overall service performance.

Reporting and Analytics:

• Prepare and present detailed reports on service quality metrics, trends, and recommendations to senior management.
• Use data analytics tools to track and analyze key performance indicators (KPIs) related to service quality.
• Establish benchmarks and implement systems to monitor progress toward quality goals.

Qualifications and Experience:

• Bachelor’s degree in Engineering, Quality Management, Information Technology or a related field.
• 4 years of experience in quality assurance, service quality, or service delivery team lead.
• Proven track record of implementing and improving service quality standards.
• Proficiency in quality management systems and tools (e.g., Six Sigma, ISO standards).
• Strong understanding of customer experience principles and methodologies.

Key Skills:

• Excellent analytical and problem-solving abilities.
• Strong leadership and team-building skills.
• Exceptional verbal and written communication skills.
• Detail-oriented with a focus on delivering measurable results.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Proficiency in data analysis and reporting tools.