Team Lead, Support QA

Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!

The Team Lead, Support Quality Assurance for live chat and calls is responsible for ensuring high-quality customer service by evaluating agent interactions with customers. This role focuses on monitoring, assessing, and enhancing the quality of support provided, thereby contributing to the overall customer experience.

Key Accountabilities

1. Monitoring Interactions: Regularly review live chat and call recordings to assess agent performance against established quality standards
2. Evaluating Performance: Provide detailed evaluations of agent interactions, focusing on communication skills, problem-solving abilities, and adherence to company policies
3. Providing Feedback: Deliver constructive feedback to agents to help them improve their performance, highlighting strengths and areas for development
4. Identifying Trends: Analyze data from evaluations to identify common issues or trends in customer interactions that may require additional training or process improvements
5. Training and Development: Collaborate with training teams to develop materials and sessions based on evaluation insights to enhance agent skills
6. Reporting: Generate reports on quality metrics and performance trends for management review, including actionable recommendations
7. Customer Experience Enhancement: Contribute to initiatives aimed at improving the overall customer experience by providing insights from evaluations
8. Compliance Assurance: Ensure that all interactions comply with legal and company policies, providing guidance on any compliance-related issues
9. Collaboration: Work closely with team leads and management to address performance issues and develop strategies for continuous improvement
10. Quality Assurance Processes: Participate in the development and refinement of quality assurance processes and standards

Requirements and Qualifications

1. Bachelor's degree in Computer Science, Information Technology, or a related field
2. Minimum 2-3 years in a customer service role, preferably in a call center or live chat environment
3. Basic understanding of software QA methodologies, tools, and processes
4. Familiarity with any programming or scripting languages (e.g., Java, Python, C#)
5. Strong analytical and problem-solving skills
6. Proficient in using customer relationship management (CRM) software and quality assurance tools
7. Strong communication and teamwork skills
8. Comfortable with data analysis and reporting tools (e.g., Excel, reporting software)
9. Experience working in a team-oriented environment, fostering collaboration and knowledge sharing

Compensation and Benefits

1. Competitive monthly salary
2. Stock Option Plan
3. 21 working days annual vacation
4. Rewaa is a fast-growing company with great opportunities to develop.