• Developing and implementing quality control strategies, approaches, and processes.
• Managing quality teams by setting and prioritizing tasks, analyzing QE's performance, and monitoring to ensure the attainment of established objectives and deadlines. Participating in team hiring and reduction processes.
• Establishing and implementing quality standards, performance metrics, and KPIs for support and sales interactions, ensuring alignment with organizational objectives and customer satisfaction goals. Increasing IQS and CSAT.
• Negotiating with evaluation platforms for cooperation and implementing appropriate tools for automated checks.
• Prepare and present regular reports and dashboards to management, highlighting the results, achievements, and areas for improvement.
• Collaborating with other departments to resolve issues and tasks and identifying process gaps and opportunities for improvement.
• Prepare coaching sessions and conduct performance evaluations to ensure quality experts meet expectations.
• Conducting regular calibration sessions for the quality team to identify areas for improvement.
• Creating scorecards for calls, chats, and emails to evaluate the performance and quality of support, writers, and sales teams

• Performing systematic quality checks of all support agents (UA and USA teams) to maintain high qualification levels and high individual performance of each employee.

• Cooperation with management to develop new quality control processes and procedures.

• Checking and evaluating the agents' work (calls, email/chat correspondence) on the correct execution of the procedure, identifying the problem, provide with a correct, full set of directions to solve the user's issue.

• Analyzing and reporting the user's complaints and feedback. Contributing to the company achieving and holding industry-leading customer service ratings.

• Conducting 1 on 1 meetings to provide agents with spot feedback on their performance.

• Organize and conduct pop-up quizzes for the support team to test their awareness of updates.

• Incoming and outbound communication support. Resolve issues by applying established policies and procedures.
• Handling customer inquiries over the phone, email, and live chat.
• Resolving customer issues by investigating the data, solving the issues, and escalating the cases to the relevant departments.
• Working on retaining customers by finding the best individual approach to meet clients' expectations following the company's procedures and policies.