Quality Control Manager - Spirio

📋 Description

• • Join Spirio, a dynamic and rapidly growing educational platform backed by SKELAR, a leading venture builder focused on creating international IT product companies. Spirio is dedicated to empowering individuals to live more fulfilling and happier lives through courses, guides, and practices rooted in Eastern philosophies. We are on an ambitious trajectory, having successfully closed two funding rounds and secured new investments to scale our operations and develop mobile applications with the goal of becoming an 'App of the Year' contender. This is a unique opportunity to become an early member of our product team, working closely with co-founders and contributing significantly to our success.
• • As the Quality Control Manager, you will play a pivotal role in ensuring the excellence of our customer support operations. Your primary responsibility will be to meticulously oversee the quality of communications handled by our 8 support agents who operate on a 24/7 schedule. This involves conducting thorough reviews of customer interactions across various channels, including chats, emails, and tickets, utilizing comprehensive QA checklists to maintain high standards.
• • You will be instrumental in providing clear, structured, and actionable feedback to each agent based on your quality assessments. This feedback loop is crucial for agent development and performance improvement. By identifying recurring errors, systemic areas for growth, and recognizing strengths within the support team, you will drive continuous enhancement of our customer service delivery.
• • A key aspect of your role will be to manage and ensure the accuracy and completeness of our knowledge base. This includes actively contributing to its development and structuring, ensuring that all information is up-to-date, easily accessible, and comprehensive enough to support our agents in providing accurate and efficient assistance.
• • You will be responsible for identifying trends in the support team's performance. This data-driven approach will involve analyzing metrics such as Customer Satisfaction (CSAT), First Response Time (FRT), and Average Response Time (ART) using tools like Google Sheets. Your insights will inform strategic decisions aimed at optimizing team performance and customer experience.
• • Beyond direct quality control, you will actively contribute to the professional development of our support agents through constructive feedback and mentorship. This includes participating in the creation of a comprehensive training program for support agents and conducting training sessions and onboarding for new hires, ensuring they are equipped with the knowledge and skills to excel.
• • In the initial phase of process building, you will have the opportunity to shape our quality assurance framework. This includes assisting in the development and structuring of the knowledge base, contributing to the creation of the training program for support agents, and actively participating in the onboarding and training of new team members.
• • Regular responsibilities will extend to improving and potentially automating our quality assessment system, enhancing its efficiency and effectiveness. You will also lead team calls focused on quality assurance, fostering a culture of continuous improvement. In critical situations and in the absence of a Team Lead, you may be called upon to act as a Deputy Team Lead, ensuring seamless operational continuity.
• • We operate with a philosophy of Agility & Speed, emphasizing rapid decision-making and minimal bureaucracy, allowing for the swift implementation of innovative ideas. Our approach is Data-driven, with all hypotheses rigorously tested and validated by numbers. Above all, we are People-first, believing that happy and engaged individuals are the foundation of a successful product. We also foster a strong sense of community and social responsibility through the SKELAR foundation, supporting initiatives for Ukraine's recovery.
• • This role offers a unique chance to be at the forefront of building a world-class educational platform, directly impacting user satisfaction and contributing to the growth of a venture-backed startup with global ambitions. You will be part of an environment that encourages self-realization and the creation of 'the next big everything'.