Customer Experience

Quality Supervisor

Work Type: Full Time
At Thndr we believe that investing should be easy and accessible to everyone. We started our journey to democratize investment in the region by removing commissions, account opening minimums, and launching an intuitive platform with a focus on education. This way investing opportunities can be attainable to all, no matter their income level or expertise.

About the role

We're looking for someone to oversee the Quality Team. This role is focused on coaching & mentoring the team based on quality audits, as well as preparing weekly reports to CX leadership.

What you’ll do day-to-day: 

  • Ensure quality team is meeting KPIs 

  • Spearhead new content & learning and development material required for the team

  • Recommend knowledge base enhancements based on quality feedback 

  • Coach and mentor CX Representatives based on quality feedback 

  • Build and maintain one source of truth for all representative information 

  • Handle any disputes over quality scores 

  • Investigate escalated cases to determine what went wrong and how our processes can be improved 

  • Generate weekly quality reports to be shared with CX leadership

Some things we consider critical for this role:

  • Proficient knowledge of customer service, and standard office practices and procedures

  • Experience managing a team (preferably within quality field)

  • Excellent written and verbal communication skills, in English and Arabic

  • Excel/google sheets proficiency 

  • Customer orientation and ability to adapt/respond to different types of characters

  • Quick and enthusiastic learner

  • Excellent prioritization and time management skills

  • Adaptability and accountability

  • Finance background is a plus

  • Uncompromising integrity and strong dedication to professionalism

  • Strong sense of ownership and responsibility

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