• Maintain and develop internal quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Analyze all customer service metrics and how the team performance affects those KPIs.
• Map the need for training and onboarding programs and initiate these projects.
• Create reports that reflect agent performance.
• Ensure that all customer contact is accurately recorded, including complaints, compliments, inquiries, forwarding to the appropriate Investigating Officer for action to be taken.
• Monitor customer responses to ensure that an accurate record of communication is available, targets are met, and where needed highlight areas of improvement.

• Demonstrable experience in an office environment.
• Experience of working as a first point of contact.
• Excellent communication (written and verbal) and customer care skills.

• High school diploma or equivalent

• Prior experience in a customer service and quality control environment required
• Prior experience with commercial laundry software preferred
• Advanced proficiency in MS Office (Word, Excel, Power Point, Outlook)