Customer Support Quality Team Leader

2 Months ago • 3-5 Years • Quality Assurance

Job Summary

Job Description

The Customer Support Quality Team Leader at Growe in Colombia will lead and manage a team of Customer Support Quality Specialists. Responsibilities include performance monitoring, reporting on quality metrics (CSAT, FCR, NPS, QA scores), identifying and addressing performance issues, collaborating with leadership on process improvements, and fostering a positive team culture. The ideal candidate will have 3+ years of experience in customer support, 1-2 years in a supervisory role, and strong analytical and communication skills. They should be proficient in using QA tools, analyzing metrics, and creating actionable reports. The role involves mentoring, coaching, and providing regular performance feedback to team members.
Must have:
  • 3+ years customer support experience
  • 1-2 years supervisory experience
  • Proficient in QA tools and methodologies
  • Strong analytical & communication skills
  • Experience with CSAT, FCR, NPS, QA scores
  • Report creation and presentation skills

Job Details

Growe welcomes those who are excited to:
  • Lead and manage a team of Customer Support Quality Specialists, providing guidance, support, and coaching to ensure they meet performance goals;

  • Generate and present detailed reports on quality performance to customer support leadership, highlighting trends, successes, and areas for improvement;

  • Analyze customer support quality metrics and data to identify root causes of performance issues or customer dissatisfaction;

  • Collaborate with leadership to recommend process changes or improvements based on performance data and customer feedback;

  • Work closely with customer support management to refine processes, workflows, and policies to improve efficiency and enhance the customer experience;

  • Foster a positive team culture that encourages accountability, collaboration, and continuous improvement;

  • Regularly conduct performance reviews and provide actionable feedback to agents based on quality monitoring results.

We need your professional experience:
  • At least 3 years of experience in customer support or a similar customer-facing role;

  • 1-2 years in a supervisory, team lead, or coaching role within customer support or quality assurance;

  • Hands-on experience with QA tools, methodologies, and frameworks for evaluating and improving service quality;

  • Demonstrated ability to mentor, coach, and motivate team members to meet and exceed performance goals;

  • Strong experience in analyzing metrics such as CSAT, FCR, NPS, and QA scores;

  • Proficiency in creating and presenting reports, with actionable recommendations based on data analysis;

  • Involvement in identifying inefficiencies and implementing process improvements to enhance customer support quality;

  • Knowledge of customer support tools such as CRM software.

We appreciate if you have those personal features:
  • Leadership and people management;

  • Analytical and problem-solving abilities;

  • Strong communication and interpersonal skills;

  • High attention to detail and commitment to quality standards.

We are seeking those who align with our core values:
  • GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

  • DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

  • BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.

Similar Jobs

Socialpoint - App Store Optimization Specialist

Socialpoint

Barcelona, Catalonia, Spain (Hybrid)
2 Months ago
EXUSIA - Data Modeler / Analyst - Healthcare

EXUSIA

United States (Remote)
2 Months ago
NVIDIA - Executive Assistant

NVIDIA

Santa Clara, California, United States (On-Site)
1 Month ago
ByteDance - AR Product Solution - BytePlus

ByteDance

Singapore (On-Site)
5 Months ago
N-iX - Trainee Data Engineer

N-iX

Lviv, Lviv Oblast, Ukraine (Hybrid)
1 Month ago
NVIDIA - Senior Silicon Photonics Test Engineer

NVIDIA

Hsinchu, Hsinchu City, Taiwan (On-Site)
2 Months ago
ATF Labs - C++ Developer

ATF Labs

Hyderabad, Telangana, India (Remote)
4 Months ago
Bally's Interactive - iOS Developer

Bally's Interactive

Manchester, England, United Kingdom (On-Site)
2 Months ago
Nagarro - Senior Staff Engineer, QA Automation

Nagarro

Mexico (Remote)
5 Months ago
Garena - QA Tester Intern

Garena

Hanoi, Hanoi, Vietnam (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Rackspace Technology - Practice Manager, Data Science, AI and ML

Rackspace Technology

(Remote)
3 Months ago
Newzoo - Senior Management Consultant

Newzoo

North Holland, Netherlands (Hybrid)
4 Weeks ago
Visa - Commercial Intern 2025

Visa

(On-Site)
5 Months ago
PlayStation Global - Senior Manager, Finance Business Partner

PlayStation Global

London, England, United Kingdom (Hybrid)
1 Month ago
Tesla - Utilities Specialist - Real Estate Operations

Tesla

North Holland, Netherlands (On-Site)
1 Month ago
Keywords Studios (Player Support) - Finance Transformation Manager

Keywords Studios (Player Support)

Ontario, Canada (Remote)
2 Months ago
Rackspace Technology - Cloud Business Consultant

Rackspace Technology

Mexico City, Mexico City, Mexico (Remote)
2 Months ago
PwC - IN_Senior Associate _GCP Developer _Data & Analytics _Advisory  _Mumbai

PwC

Mumbai, Maharashtra, India (On-Site)
6 Months ago
Fandom - Manager Software Engineering (AdTech)

Fandom

Poznań, Greater Poland Voivodeship, Poland (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Colombia

N-iX - Senior QA Engineer with Automation Skills (.NET)

N-iX

Colombia (Remote)
2 Months ago
Nagarro - Senior Staff Engineer - AI/ML QA Engineer

Nagarro

Colombia (Remote)
1 Month ago
Rush Street Interactive - Systems Analyst

Rush Street Interactive

Bogotá, Bogota, Colombia (On-Site)
2 Months ago
Streamline Media Group  Inc  - Game Programmer (Unreal)

Streamline Media Group Inc

Bogotá, Bogota, Colombia (On-Site)
5 Months ago
Rush Street Interactive - Server Engineer

Rush Street Interactive

Colombia (On-Site)
2 Months ago
N-iX - Senior AQA Engineer

N-iX

Colombia (Remote)
1 Month ago
Evolution - Bilingual Receptionist (English-Spanish)

Evolution

Medellín, Antioquia, Colombia (On-Site)
10 Months ago
Nagarro - Senior Staff Engineer - Technical Project Manager

Nagarro

Colombia (Remote)
1 Month ago
Anthology  Inc  - Payroll Administrator I

Anthology Inc

Colombia (Remote)
1 Month ago
N-iX - Senior AQA Engineer (Python + Robot)

N-iX

Colombia (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Quality Assurance Jobs

Playrix - Lead QA Automation Engineer (Mobile)

Playrix

Serbia (Remote)
5 Months ago
Assystems - Digitalization Engineer

Assystems

Gurugram, Haryana, India (On-Site)
5 Months ago
Envestnet,  Inc  - Senior Engineer - QA

Envestnet, Inc

Thiruvananthapuram, Kerala, India (On-Site)
8 Months ago
Aristocrat Gaming - QA Analyst

Aristocrat Gaming

Montreal, Quebec, Canada (Hybrid)
4 Weeks ago
seeking alpha - Senior Manual QA Engineer

seeking alpha

Poland (Remote)
3 Months ago
Every matrix - Middle Manual QA Tester

Every matrix

Changsha, Hunan, China (On-Site)
1 Month ago
QUANTIC DREAM - Testeur.euse Assurance Qualité (Outils)

QUANTIC DREAM

Paris, Île-de-France, France (Hybrid)
3 Months ago
Barracuda Networks  Inc  - Senior Software Development Engineer in Test (Sr. SDET)

Barracuda Networks Inc

Bengaluru, Karnataka, India (On-Site)
5 Months ago
NVIDIA - Senior Software QA Automation Engineer

NVIDIA

Ra'anana, Center District, Israel (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded