- Own day-to-day support quality across tickets and chat: review interactions for accuracy, tone, completeness, and policy alignment.
- Run a consistent coaching cadence (targeted feedback, improvement plans, follow-through) that keeps reps aligned to standards.
- Build and maintain QA scorecards/rubrics, calibration practices, and quality standards that are auditable and consistent.
- Establish and report on KPIs (e.g., CSAT, QA score, recontact rate, resolution quality, first response time, escalation quality) and translate trends into action.
- Design and deliver training modules (onboarding, refreshers, scenario-based drills, policy-safe comms) to raise rep knowledge and performance.
- Identify recurring issues and knowledge gaps, then drive improvements through macros, playbooks, and process updates—focused on measurable lifts in CSAT and quality.