Customer Success Officer

Company: Libertex Employment type: FULL_TIME

We are looking for a Quality Assurance Specialist who will be responsible for monitoring and improving the quality of customer interactions across multiple communication channels. The role focuses on ensuring service excellence, compliance with internal standards, providing actionable feedback, and driving continuous improvement within Customer Support and Customer Care teams.

Main Responsibilities

• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls.
• Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies.
• Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices.
• Monitor the quality of interactions handled by Customer Support, Customer Care Teams.
• Identify performance gaps, recurring issues, and opportunities for process improvement.
• Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management.
• Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence.
• Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards.
• Prepare quality scorecards, performance reports, and trend analyses.
• Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English.
• Participate in calibration sessions to ensure consistency and accuracy of quality assessments.
• Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives.