▪ Manage and supervise quality assurance specialists’ day-to-day activities such as: reviewing the quality aspects of customer excellence specialists’ daily chats and calls, reviewing customer excellence specialists’ correspondence to other departments delegated to resolve chats/calls’ received issues 

▪ Manage and supervise quality assurance specialists’ regular audits and spot checks of customer interactions to ensure that quality standards are being met 

▪ Provide guidance, coach, and share feedback to customer excellence specialists and senior/junior quality assurance specialists to ensure consistent and high-quality performance. 

▪ Review and analyze customer excellence quality metrics such as CSAT, NPS, and QA scores. 

▪ Review regular senior management reports of quality metrics analysis findings and team performance areas of improvement and develop action plans to address them. 

▪ Create, improve, analyze, evaluate, and update customer excellence standard operating policies, procedures and forms/templates to ensure increased efficiency. 

▪ Collaborate with other internal departments or external training providers in giving digital products related training to all customer excellence internal and external stakeholders (ushers, teachers, social media team, call center team) to remain up-to-date with the latest product and service information, policies, and procedures. 

▪ Collaborate with customer excellence team, products operations team to design and develop effective training and coaching materials for all customer excellence internal and external stakeholders (ushers, teachers, social media team, call Centre team) 

▪ Manage the team's schedule and workload to ensure that quality audits are completed on time and that service level agreement are met. 

▪ Stay up-to-date with the latest industry trends and best practices in quality assurance and customer service.

▪ Organize and supervise the activities and work of subordinates to ensure that all work within a specific area of the Customer Excellence section activity is carried out in an efficient manner that is consistent with operating procedures and policy.

▪ Recommend improvements to policy and direct the implementation of instructions covering all areas of Customer Excellence activity so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service